BRX Pro Tip: Radical Empathy
Stone Payton: [00:00:00] And we are back with Business RadioX Pro Tips, Stone Payton and Lee Kantor here with you. Lee, let’s talk a little bit about exercising radical empathy.
Lee Kantor: [00:00:12] Yeah. I’ve seen a lot of people use this phrase recently. There used to be radical honesty and, now, there’s radical empathy. I think that leaders have to be better at empathy, especially today where there are so many voices out there and you have so many constituents you really have to serve. And we’re doing it in a more and more public manner. So, empathy is really important.
Lee Kantor: [00:00:36] So, in order to better serve your clients, you have to know them better. That means not only do you have to listen to what they say, you have to watch what they do. Their actual behavior is more telling than what they’re saying. So, a lot of times people will say that they like things and, “Yeah. That’s something that’s important to us.” But where are they really taking action? Where are they buying? You know, where are they investing in things? Those are better kind of markers of what they really believe. And the more that you really understand what’s truly, truly important to them, then you’re able to really serve them and help them get the outcome that they desire.
Lee Kantor: [00:01:20] So, some people don’t really pay that much attention to what their clients are doing. And they are listening or just hearing what their words are saying. But you got to kind of dig a few layers deeper and really understand what they really need in order to get to the next level and to get the outcome that they desire. And don’t confuse the work or the service that you’re doing with the job your client wants done. Henry Ford didn’t ask people if they wanted a car because they wouldn’t have wanted a car. They just wanted a faster horse. So, he built them what they needed, not exactly what they said they wanted. So, you have to do the same thing with your clients. You have to really kind of dig deeper to understand the outcome they desire so you can deliver that, not necessarily what they’re saying they want.
