Self bias is a powerful force in how we acquire, serve and retain our customers. Yet, as we chase quotas and attempt to fulfil KPIs, often the last professional attribute we think about is self bias.
This week, I am engaged in what I love and what I do best. Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention.
One of our areas of focus is how unconscious bias in the workforce is both unproductive as well as unprofitable.
Often, realizing the impact of their own self bias on their professional development gives audiences and workshop participants reason for Pause.
First, when many of us experience this professional epiphany, it takes our breath away. We grasp how we get in our own way of being who we are meant to be, as Professionals of Worth. We deep dive into root causes and go to uncharted, untested, often uncomfortable places.
After all, we are not able to move one millimeter forward, towards what is Possible, when we complacently reside inside what is Comfortable.
Then, we deconstruct and reconstruct how our daily self-regard projects in the workplace and with clients. The behaviors we assume as “normal” may be, when regarded by other people, quite unsettling, distracting or inconsistent. As a result, customer acquisition and retention are riddled with gaps in execution.
Also, the exercises we undertake, collaboratively, give us all permission to move beyond what is traditionally acceptable. Or that which is culturally ingrained.
Self bias is neither a good thing nor a bad thing when it comes to acquiring and retaining customers. It is THE thing.
We all know colleagues and clients who are entirely self-focused. Working with and serving them is painful because they create a culture of “All About Me.” Alternatively, we all know (perhaps we are one) colleagues and clients who are so externally-focused, that they do not take good professional care of themselves.
As a result, these professionals wait and wait to be recognized for their next promotion or award. Or, they operate strictly from linearly-oriented, scripted programs focused on the next, transactional, one-size-fits-all steps. Consequently, they do not develop or exercise any degree of creativity when working with clients. If clients want to do business with a robot, well, have I got an artificially intelligent (AI) platform for them!
Then again, we all know colleagues and clients who do not feel “ready” for their next career move. They seek perfection, rather than risk. As a result, they continue to watch as other, less-qualified candidates are promoted. Instead of them.
Isn’t it time to have a professional breakout moment?
Have I just described the persona of your own workforce? Of you?
Becoming aware of self bias is a “nice” – and often uncomfortable – realization. And then what happens? We go back to the workplace and our status quo, comfortable habits.
It doesn’t have to be that way anymore. Especially when we now have a roadmap and an actionable, accountability plan.
Take the next steps to liberate yourself, your team, your organization or your association from self bias. After all, this bias impedes client acquisition and retention. As well as our professional development.
Take the next steps, today! Liberate yourself from self bias by moving one millimeter forward. Action steps:
- Engage me to speak or conduct an interactive workshop at your next corporate or association event.
- Has what you read Today started you Thinking about tomorrow? Contact me. Let’s create a One Millimeter Mindset™ program that fits your needs.
- Subscribe to my blog. Share your email address in the red box in the right column. Never miss another insightful post.
Babette Ten Haken’s One Millimeter Mindset™ keynotes, breakout sessions and workshops help individuals, teams, organizations and associations leverage productive and profitable collaboration to catalyze professional innovation, workforce engagement and customer retention. She serves organizations as an inspiring speaker, strategist, coach and storyteller. Her speaking programs combine her training as a STEM design thinker, Six Sigma Green Belt and Voice of the Customer practitioner with her background in new product development, startups, market research and sales. How’s that for walking the cross-functional collaboration walk? She is a member of SME, ASQ, SHRM and the National Speakers Association. Babette’s Playbook of collaboration hacks, Do YOU Mean Business? is available on Amazon.com.
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