Hello again, Friends!
If you could take a one-mile walk, where would you choose to go? A long beach stroll, a brisk walk along a mountain path, up the street to a friend’s house or even a meander down memory lane? How about this—would you choose to walk a mile in another person’s shoes?
That’s not a path many of us purposefully set out to take. It’s curious to me. Why not with so much to gain? And I’ve given it much thought lately. Maybe we never think of doing it … maybe it’s easier to stay where it’s comfortable … maybe we don’t understand the value. I’m not sure. What I do know, though, is that once I’ve done it—usually without realizing that I’m on that mile jaunt—my reward at the finish line is a new set of eyes.
Back in July, I stepped into the office of fellow small business owner, Heather Cannon, to introduce myself and to thank her for the positive experiences I’ve had at her business—experiences that challenged the status quo of what I was taught to believe about car dealerships. She graciously nodded.
We spoke on about how we’ve changed fundamentally as business owners and that new questions arise in us when we see negative posts about businesses on socials. Was the business owner given the opportunity to make the situation right? Was it something beyond their control? Is the review necessary in terms of safety, or is it petty and immature? Is the comment really about the business at all or a deeper beef with something or someone else?
She thanked me for coming in to express my gratitude, and I left with a great deal of respect for another business owner—our hearts a little more filled than before with intangible gifts exchanged with words. I walked out having received more than I went in to offer. Another step in another person’s shoes …
Since that conversation, I have often further pondered what kind of customer I am out in the wild by observing myself and others. Some customers are very intentional and go out of their way to say things that can leave a business owner riding high for a week. Others are more likely to post a bad review or talk about a bad experience, leaving words ringing in the business owner’s head for months. Can I use the power and echo of my words to contribute to a better community?
At the end of a day … when you stayed to work late, and your whole team crushed the goals for the week and gave of themselves so selflessly, and you were able to genuinely meet the needs of dozens of customers … I know what it feels like to wonder, “When I open the comments on the ‘Socials’ will they see the good or the one mistake we made today? Will they see the humans behind the service/goods or will they be overshadowed by an inconvenience? Will I be met with a gut punch or communal pride?”
Because many people don’t realize the emotional impact we have when we criticize or spend money at a business and how much of a toll that pendulum swing can make, I invite you to join me in a challenge: Before we leave a review or a comment or have a conversation about a business, let’s ask ourselves, “Is this actually meant to help someone else or will it just spread negativity?”
Let’s purposefully borrow pairs of shoes and set out to earn new perspectives.
Perhaps that’s more important than our destination, anyway.
One step at a time,
Liz Threlkeld
