By the middle of the week I think we’re all a little stressed so I thought I’d head for something a little more esoteric today. Do you have any pets? Dogs? Cats? We have one of each although over the years there have been hamsters, guinea pigs, frogs, fish, and I can’t remember what else. But let’s not get crazy – let’s stick with the dog/cat thing.
Do you talk to them? More importantly, do they talk to you? Do you guys understand one another? See? Esoteric! But there is a point.
We have a cat named Scooter that won’t shut up. Constantly talking to you. The scary thing is that you generally know what she wants – food, a window to be opened, some love and attention, whatever. We have a dog as well who rarely barks but communicates via looks, tail wags, demeanor, and other cues. You for sure know when it’s 4pm since that’s her dinner time and she lets you know quite clearly.
I’m not one of those folks who think we can psychically communicate with animals (although I was kind of surprised when I looked that up how many of them are out there). I do think, however, it’s possible to pay attention to them and get a really good sense of what they want. I’m positive they understand things we say – from the simple “sit” to questions about “going out”.
So here are a few questions this raises for me. If we can understand and be understood by creatures that are not even of our species, how come we can’t do customer service well? Why are instructions we give subordinates frequently misunderstood? Why can’t the person on the receiving end of the take-out order write it down properly? I’m sure you can add a few questions yourself.
I suspect it has to do with listening. We probably are more attentive to nuance, body and facial cues, and tone with our pets than we might be with our customers or coworkers. Our pets are dependent on us and we know that – we forget the others are as well. Sometimes the customer is a task, not a person. Subordinates aren’t pets, even if we have the same responsibility to care for and nurture them.
Just a theory but maybe one worth investigating? What do you think?
Consult Keith 