(#314) P2P: Building A Story

Every encounter is a story waiting to happen;
a story waiting to be written.

This blog has often covered the importance of relationship building. It remains a key feature of my 7Rs model for for student, workplace, and life success.  Each principle touches and impacts the others. Healthy relationships are integral to growth and resilience.

You’ve heard of “B2B” (Business-to-Business) relationships. There’s also “P2P” relationships (Peer-to-Peer) in the area of file sharing and computing resource sharing.

I’d like to put a twist on “P2P” for “Person-to-Person” connections. A most basic form of human interaction. We meet someone, we bond, or we don’t. The meeting can be strictly utilitarian, a passing connection never to be entered again. Like the one you might experience at an airport restaurant or checkpoint.

Or the meeting can lead to something more lasting. Whatever the purpose of the meeting, what happens in that initial instant can leave a lasting impact.

A recent article on Entrepreneur.com stated “Increasingly, investors look at customer retention to determine whether an entrepreneur’s product or service will ultimately succeed in the marketplace.”

Colleges and universities focus on student retention.  While reasons students remain at a school are as varied as the students themselves, factors such as quality of course work, affordability, feeling of connectedness with the campus and classmates, and quality of facilities and experiences contribute to overall satisfaction.

Alessandra Ghini, helped Apple and Starbucks market their products.  She said in a recent interview, “We focused on the moment of connection, whether it’s a barista knowing your name, or you having a quiet moment over coffee with a friend.”

Every relationship is a story waiting to happen; a story waiting to be written.

Image: amenic181@FreeDigitalPhotos.net

Image: amenic181@FreeDigitalPhotos.net

We just changed our home cable service, in part, due to great customer service by one company, and not so impressive customer connection by another.

A few weeks ago, my wife and I walked into a local national/franchised sandwich store here at the beach. Here is the story that staff created that day.  They mumbled a scripted hello as we walked through the door barely making eye contact or showing any authentic emotion.  One thing led to another and we finally requested a refund and walked out.  Later that night I posted about our poor service and received the following email from some company representative.  It appears here verbatim without any edits by me (except that I did remove the company name from the email):

Mr.Steve, i am sorry to hear that your last visit wasn’t a pleasant experience. we understand the service wasn’t adequate or up to par with [company name] standards. we will make sure this never happens to you or any of our customers again. we would love to keep you as a customer and keep you returning to our restaurant. we hope that we get to see you in the future, cause we wont allow this to be a reoccuring problem. if you have any questions or would like to speak to the manager. fell free to call with and concerns or questions. we will be happy to provide you with the service you just seemed to lack on your last visit. 

Hmm. A typical non-response response (and more).  I also received a tweet in another company correspondence stating “we would like to make this right. We have notified the District Manager. We hope you give us another chance.”

Never heard another thing from the company. I assume they will do what they said. But the company wrote the end of that story for me.

The barista who knows your name and drink order makes a connection and begins a story.  The non-attentive (or poorly-trained) staff also create a story. Two different beginnings creating two different endings.

Every interaction creates a story. Some short. Some long-lasting. Some forgettable. Some memorable.

Make it an inspiring week as you pursue your authentic “hell, yeah!” goals.—H.T.R.B. as needed.

You can subscribe to my newsletter by clicking here.

You can find my podcast series at Growth and Resilience (http://stevepiscitelli.com/video-media/podcasts). 

Check out my website  (http://www.stevepiscitelli.com/programs.html) for programming information as well as details about upcoming webinars (http://www.stevepiscitelli.com/webinars).

My books Choices for College Success (3rd edition) and Study Skills: Do I Really Need This Stuff?  (3rd edition) are published by Pearson Education.

(c) 2016. Steve Piscitelli. All rights reserved.

 

 

About stevepiscitelli

Facilitator-Author-Teacher
This entry was posted in accountability, Appreciation, authenticity, branding, common sense, customer service, emotional intelligence, leadership and tagged , , , , , . Bookmark the permalink.

4 Responses to (#314) P2P: Building A Story

  1. marianbeaman says:

    All of my blog posts are built on story, and stories stem from relationships. Long Iive heart-warming stories and wonderful connections!

    Liked by 1 person

  2. Pingback: (#344) A Blogger’s Retrospective: 2016 In Review | Steve Piscitelli

  3. fuken says:

    You should take part in a contest for one of the most useful blogs on the web.
    I will highly recommend this blog!

    Like

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s