15. Walk In Others’ Shoes.

Understand both your internal and external customers’ world. Appreciate their challenges and frustrations. Think from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.

Diane's Message:


When I chose this Fundamental, two different ways to interpret it came to mind.  One way is from a business standpoint and the other from a personal standpoint.

Walking in our customer’s shoes shows empathy.  This allows us to establish rapport and create a trusting relationship.  Once the customer realizes you are on their side, they are more willing to work with you.  They will stay with you, tell their friends about you, and grow our business.

Yes, we are selling a product, but more importantly, we are providing a service to our customers. When we sell, pull, or deliver the wrong product or damaged product, a domino effect occurs.  The contractor or builder has his plumber or crew on the job who now cannot work.  The homeowner may have taken the day off to have the work done, so wasted time off occurs.  Internally, we also need to spend the extra time to repeat our processes to make it right.  As it is often said, “time is money”.

From a personal standpoint, everyone you encounter has a story.  Don’t be so quick to judge others as you have no idea what they are going through.  Step away from your own thoughts and feelings and think of the situation through their eyes.  What would it feel like if I were in their shoes?  Our own personal perspective isn’t the only way to look at a situation.  There are always multiple sides to every story.  When I get stuck in my own opinions, my husband tells me to turn the table and look at it through another set of eyes.  As Dr. Phil says, “no matter how flat you make a pancake, it’s still got two sides”.

Clint Burrows and Margaret Morgan are two associates who take pride in their actions.  They both show compassion for our customers and go above and beyond daily!

Thank you