Resourced Leaders

'Resourced Leaders' is a premier Australian based Leadership Performance organisation that specialises in working with senior executives, leaders and high performing individuals who aspire to greater levels of personal leadership and success.

Stop the clock and win the customer

Posted by Phil Owens
Phil Owens
Philip is one of Australia’s leading performance and leadership specialists. He
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on Wednesday, 13 November 2013 in Leadership

Who hasn’t noticed how much things had sped, up, and seems to continue to speed up in our lives?

We used to say “I’ll meet you under the Flinders St. clocks at 10am, and be OK if they arrived at 5 past.  Now, if it ticks past 10, we are on email, text or the phone asking ‘where are you’?

We all want things NOW.  We have low appetite for frustrations, delays and errors.  Lead times are shrinking, we expect people to return our calls almost immediately and there is a constant pressure to decide now and act now.

This speed is setting new patterns of behaviour about how people interact.  Pleasantries are often reduced.  The people involved are less considered and the decisions and actions are taken, before rapidly moving onto the next thing.  In all of this rush, an opportunity gets often overlooked.

In business, it is the small moments of connection that are the most profound.  Make those connections, and people will ‘relax’ about speed and tune into the experience of the moment.  The moment the customer feels heard, feels ‘felt’, feels understood – they stop.  The moment of true connection is such a rare experience that it focuses the individual on the present.  Now you have their attention – until you stop connecting or focusing on their experience.

In the old days, we could take our time to build connections with people.  However, with the speed of today, we have such a short time to make these connections, as clients rush from one thing to another.

Unless you put connecting to the client and focusing intently upon this FIRST, you will be on the clock.  By doing the small things right and ensuring the client gets to experience a sense of being truly valued and appreciated, the clock will stop and you get the chance to connect more deeply and truly serve them.

Or you could ask “Do you want fries with that?”


What do you do in the first moments to really connect with the customer?  To make them feel valued and appreciated?  How do you deepen this experience and ‘stop the clock’?

Philip is one of Australia’s leading performance and leadership specialists. He honed his skills working with executives and leaders around the world, coaching and consulting in over 30 countries, from entrepreneurial start-ups to boards of multi-billion dollar businesses.


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