One of our favorite sections of “Who’s Your Gladys?” is an exercise that Marilyn created that encourages you to reframe how you think of your customer’s challenging behavior. It’s one of the Practical Points at the end of the first chapter and if you can learn to do it, it can help you in both your professional and personal lives.
Here are a few quick examples.
What if you thought of your pushy and demanding customer as someone who knew what he wanted and wasn’t afraid to ask for it? You’d most likely treat that customer differently.
What if – when your customer was asking for discounts – you thought of them as someone who has a very limited budget? It would make a difference in how you felt about them AND how you acted toward them.
Reframing your negative thoughts about someone into more positive thoughts WILL change the way you behave, making it easier to be kind and compassionate toward them. It’s inevitable that what is happening on the inside shows up on the outside. Give it a try today and see what happens today!
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