Ice Chip #44

‘Tis the season for Respectful Elegance

So what is this concept of Respectful Elegance?

“The concept centers on respect, obviously, and reminds us to remain dignified, gracious and respectful in all aspects of our communication—including comments, observations, opinions, statements, questions and responses.  It is a mode of behavior and a demonstration of the elegance of thoughtful word choice.” (Excerpt from Chapter 4, Remember the Ice and Other Paradigm Shifts, by yours truly.)

Respectful Elegance encompasses and embodies treating others as they would like to be treated.

I have been seeing several examples of Respectful Elegance and giving unconditionally this holiday season, and I smile wide.

Steve is a self-described computer geek and, prior to his reading Remember the Ice and participating in a 10 week corporate coaching program on the book, was one who “would rather spend his time taking the computer apart and putting it back together; than conversing with someone.  He is quite knowledgeable in his field as a computer tech, and Karl, his boss, wanted Steve to spruce up his communication skills, especially since he would be interacting more with clients.

Karl was encouraged at the progress Steve made as he matriculated his way through the Remember the Ice program, and shared a great example of his raising the bar on Respectful Elegance.

Stephanie, a new customer, brought her laptop by their office for an evaluation.  It only took a few minutes for Steve to diagnose several issues, and suggested she get a new one as it was in pretty bad shape.  She kind of knew this was a high probability and after seeing the mini Dell computer, she knew she just had to have one.  That was the one.

Steve said that would be fine and told her he could order it for her.  Unfortunately, Stephanie was heading out of town in a couple of days, before the “mini” would arrive.

Alas, this is where Steve raised the bar.  He noticed her disappointment, and excused himself for a moment to speak with Karl.

“She would really like to have “the mini” with her while traveling.  We have our company model available right now.  How about we let her have this one while she is out of town, order the new one, and swap them upon her return?”

Karl was very impressed with Steve’s initiative and sensitivity toward Stephanie.   He truly treated her with Respectful Elegance and allowed her to have a “mini” on her trip.

This simple gesture was a significant stride for Steve, and it was noticed by all parties involved.  Stephanie was ecstatic about the computer, knowing she could travel with it; Karl was impressed with his initiative; and Steve smiled, knowing he did the Next Right Thing.  It was a win-win-win experience.

More than the thoughtful words that were spoken, it was his noticing the pending disappointment; AND responding to it with a pro-active, respectfully elegant response.

That made all the difference.

So take a moment to make all the difference for your customer, your friend, family member, loved one or brand new acquaintance.

Do it Respectfully and Elegantly.

Blessings to all during this holiday season,

Bob


P.S.  The pool table made it and the games have begun!


December 22, 2009 | Filed Under Ice Chips, RTI 

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