Why good buggers get invited back
Here's how to keep the good times (and the work) rolling in by being a good bugger.
Our spearfishing club ended up making a list about ‘how to be a good bugger on a boat’ because some people are completely oblivious, they literally needed it S.P.E.L.L.E.D O.U.T.
Let’s take a look at the skipper’s situation…
They have made a big investment, using their hard-earned cash to buy the boat in the first place. Not to mention ALL the additional bits and pieces like depth sounders, life jackets, coastguard membership and insurance.
Also, they spend a significant amount of time getting the boat ready before you head out AND afterwards, while the rest of us are back at home having a nice warm shower.
And most importantly, they have both a legal and moral responsibility for the safety of everyone on board.
That’s a lot.
Now, let’s look at an oblivious boat person…
They turn up right on time, when the boat is already in the water. They jump on and have a great old time. They then want to know exactly how much the petrol cost so it can be divided equally, including the skipper. They won’t have brought cash with them, because making a 5-minute detour on the way is just too much hassle, yet most skippers stop at the petrol station on the way home, so they then have to fund it from their own pocket AND remember to send their bank details to the oblivious boat person.
Then there’s other shockers like shirking the boat clean up or breaking something and not owning up to it! Or my favourite pet peeve - not offering to share fish with the skipper, when they’ve been the one steering you into the work-ups (schools of fish feeding on the surface). And last but not least, I’ve seen a grown man pack-a-sad when he didn’t shoot any fish and acted as if it was the skipper’s fault.
It makes me feel like karate chopping just writing about this 🥋
I’m conscious that I’m hyper-aware of all this. Why? Because my family had a bach when I was growing up, the one where everyone went to stay. So, I know what it takes behind the scenes to ‘keep the ship afloat’ and I know how it feels to be taken for granted.
I have empathy with the skippers because I’ve been there.
But what, you might be wondering, does this have to do with client feedback?
Being a good bugger on a boat, is the same as being a good bugger to your clients. You need to understand their situation, have empathy with them, so you know what they need from you to do their jobs.
But the question is, how do you understand what it’s like to be your customer?
Everyone, your clients included, like working with good buggers. But not everyone understands what it takes to be a good bugger.
Which is why we spend a significant amount of time going through individual client responses in what we call the Empathy Stage, to understand your people, processes, products and service from a client perspective.
Our feedback S.P.E.L.L.S O.U.T what it means to be a good bugger to your clients. Which is all about making their interactions with your business easy and making sure they feel valued.
When you know what it’s like to walk in their shoes and deeply understand what they value, you and your team will start to feel empathy.
The easier you make things for your clients, the more likely you are to build a strong relationship. A strong relationship means they feel valued.
Let us help you and your team understand what it takes to be a good bugger. To metaphorically ‘get invited back on the boat’.
P.S. Here are a couple of testimonials we received last week that touch on empathy:
“Hearing about each client individually really helped us, 100%. It made the information sink in for our team. Often people get information overload – they have the boss harping on about quality and the order entry person is banging on about ETA’s, but hearing the information from our clients made the issues authentic” – Jed Malcolm, GM, Glasslines
“The WLB summary “The Guts” has become our daily language. Subliminally through the workshop, the feedback has been put into our language, so we say things like ‘we know this through the feedback’ so we can make decisions based on it” – Sacha Koster, Marketing Manager, Property Managers Group
“The staff found it very useful to be involved and hear about each client. It’s great because we refer to the feedback often and everyone understands what we are talking about” – Fiona Lysaght, Director of People and Culture, Lysaght Consultants.
Ange Wallace 021 636 373 www.whatliesbeneath.co.nz