Roman or Norman - A Customer Service Story

Roman Or Norman? It's The Difference Between Being Seen As A Partner Or An Invader.

With all of the discussion in recent years about the importance of understanding our customer's needs, it's a valuable exercise to try to see ourselves as we might be perceived by our customers.

For example, if a customer glances out the office window as we march from the visitor's lot towards their fortress, briefcases and laptops in hand and a pocket full of business cards, do they see friend or foe? Invader or partner?

On a recent speaking engagement in England, I found myself thinking seriously about two different groups of our sales ancestors. We've learned a great deal from both, but it became clear to me that each has a far different message to tell in terms of how to deal with customers.

Back in the year 1066, an aggressive organization calling themselves "Normans" invaded England from what is present-day France. They were led by a loud, authoritarian sales manager who came to be known as William the Conqueror. You'd probably recognize the type. His goal is winning