You walk into a shop, stand at a counter or wait at a reception desk. And… nothing. No eye contact. No greeting. Just a sinking feeling that you don’t matter.
But what about when they’re not physically in front of you? Same.
You send an email - no response.
You leave a voicemail - no callback.
You comment on a social media post - the silence is deafening.
The fastest way to lose a customer
is to ignore them.
Being seen isn’t just about face-to-face interactions; it’s about making people feel acknowledged, wherever they are.
The Power of Observation
Observation is more
than just seeing. It's about understanding. It's about noticing the slight hand tremor, the furrowed brow, the way eyes dart or the fear in someone’s tone. Noticing their choice of words and what’s not being said. These are the details that reveal the true story.
They’re the clues to what a person needs, what they’re feeling and the perfect opportunity for you to connect with
them on a deeper level.
When you recognise someone properly - whether in person, over email or online, you don’t just create a moment - you create a memory.
And those memories bring people back.
My new book See, Smile, Say Hello will be published on March 27th.
Next week I’ll show you how to grab an amazing offer by pre-ordering.
TODAY, if your organisation is interested in custom copies (with your branding and a special custom foreword on page 1) or if you’re interested in bulk offers, just click here start the conversation and I’ll send you more details.
Next week I’m focusing on Smile and how to build a culture of connection.
