It's the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused

Chapter 19. Become a Mentor to Your Client; Coach and Counsel!

Are you a helicopter, a drill sergeant, or a coach?

One of my favorite presentations that I deliver dozens of times each year is a program I've titled "Helicopters, Drill Sergeants, or Coaches . . . Which Are You?" In short, there are three kinds of salespeople, customer service representatives, parents, and leaders. Despite the title you have, the way in which you interact with others can usually be distilled down to one of these three categories. This chapter will examine how each one works with the people with whom you interact.

Let it be said at the outset that we all possess the qualities of all three of these styles described in this chapter. The following quiz will help you assess which style is most like your own. Assess yourself to see where you stand.

1. Almost all people could improve their job performance quite a bit if they really wanted to.

   Strongly Disagree	Disagree	Agree	Strongly Agree

2. It's unrealistic to expect people to show the same enthusiasm for their work as for their leisure activities.

   Strongly Disagree	Disagree	Agree	Strongly Agree

3. Even when they receive encouragement from the boss, very few people show the desire to improve themselves on the job.

   Strongly Disagree	Disagree	Agree	Strongly Agree

4. If you give people enough money, they are less likely to worry about such intangibles as status or recognition.

   Strongly Disagree	Disagree	Agree	Strongly Agree

5. When people talk about wanting more responsibility ...