What is the most powerful question?
What's on your mind? How was your weekend? How are you feeling?
Asking questions is not just an information gathering exercise. Questions are hugely powerful for engagement, getting attention and yes - ok - finding out what's going on.
Have you ever asked this question?
Are you okay?
This is possibly one of the most powerful questions you can ever ask. Whether it's an underperforming employee, a stressed customer or a stroppy teenager, this question, asked with the right tone can disarm a difficult situation, uncover a hidden problem or create a window of opportunity.
We are all human (until the robot uprising)
I bet you're thinking, 'I would never ask a customer if they're okay - that is so far out of line and incredibly uncomfortable.' Yup, I get that. Context and timing is everything. But every now and then, it is appropriate. Behind the suits and shiny shoes, nods of agreement and emails are humans. At some point in life, everyone has something they struggle with, from the most staunch tradie to the uber buttoned-down professional. A colleague recently mentioned an incident where her employer asked if she was alright. She talked about how this led to getting support for her mental health and how it turned her life around - including today, reminding her colleagues about the power of asking. You never truly know what is going on in someone's life.
What and when should I ask?
With my marketing hat on, there are a number of times asking a question is a good idea:
#1. If a customer complains …
… (either to your face or via a digital channel), ask them about the experience that led to the complaint (if you don't have all the facts), whether it was resolved at the time and if it wasn't resolved, how they would like it fixed. You can also offer a couple of suggested solutions and compensation if appropriate. Provide employees with the instructions, parameters and mandate to resolve issues on the spot. If a customer left a poor review, ensure you follow up where possible and reply to the review to let other readers know you have communicated with the reviewer. Do not leave poor reviews unanswered.
#2. When you need the attention of an audience …
…start with a question to get engagement. Some great questions include:
'If you had a magic wand and no constraints, what changes would you make in your business today?'.
'What is one incorrect assumption that people make about your industry or business and what evidence do you need to present to change their mind?'.
'Imagine it's six months from now and you've achieved your goal - which metric would you point to as a true indicator of success and why?'.
#3. When someone joins your team and someone leaves your team …
… (same applies to customers). Two key moments to understand how your business and brand is perceived and what the reality of that perception is. Both present opportunities for change, growth and improvement. Tip: if you are genuinely committed to improving your business, use an external HR or marketing specialist to ask the questions and be prepared to listen!
Typical me, I've missed Mental Health Awareness Week (6 - 12 October) but having attending a few funerals lately, I am reminded of what is important in life. People are your customers, your team, your suppliers and most importantly, your family. A simple enquiry into whether someone is okay can make the world of difference. Ask the question.
P.S. Dogs are also family and in some cases, customers and your team!
