Trust Your Wince-tincts
We Wince. And wincing is a big deal.
Think about the Wince: our eyes squint up, we squeeze our shoulders together and we wish just for that moment, that we weren’t there to see or hear whatever it is that is making us wince.
Wincing is not good. Not good at all. But it can help you figure out stuff for the better.
Sometimes bad acting will make you wince (Hugh Grant comes to mind). Some movies are 2 hours of a Wince fest (I’m still scarred by that kid movie Chicken Run a decade ago). Nick Jonas as Marius in Les Miserable 25th anniversary show is probably this century’s greatest wince to date. But many times you wince in the marketplace or at work. That’s something we can fix.
In the marketplace you often sense in advance the wince is coming like when the store clerk says to the customer in front of you “ Do you have a rewards card?” then you wince and immediately drop your eyes to the ground. Why? Because you know what’s coming – the horrible cross sell -“Would you like to sign up for one..?” And the wincing isn’t over because its your turn now –you’re about to get the same WinceDom from the clerk. Ugh.
I wince when the waiter gets too familiar too soon and leans down and just about cuddles up next to me to share the day’s specials (just as he was trained to do I am sure). I Wince at the airport when I hear the gate agent say “And now we welcome our Delta Super Flyers, Northwest Perks Puppies, Frequent Flyer Super Dupers and Platinum Star Cadets” or whatever it is they say. It’s so rote and boring and there are just so many titles that it is meaningless and downright embarrassing. I also wince when I hear at the end of a phone call; “Have we met all of your needs and are you satisfied with your experience with me today?” This is a Wince slap no matter how I feel. Ugh. What do you think I’m gonna do if I’m not happy? Pick a fight? Just tell me “Thank you for your business” and let me go.
I’ve come to think that Wince is a very good word and tell for uncomfortable sales and service. It’s a great descriptor and is great for identifying those moments that need real help and that need to be fixed because wincing is very truthful. You have a hard time faking or making up a wince on the fly – It’s just the way it is. Those moments you wince in any experience are called Wince Points.
Wince Points are no fun. We should make them go away.
What about you? What are the Wince Points for you? When you listen to your colleagues over the wall or listen to client interactions remotely, or along side a sales rep in the field; what makes you wince?
I wince with my eyes squeezed shut when I hear stuff like “I’m calling just to check in…” or “We have 1/2 off anything new if want something”. I wince when I see vendor slides that begin with their credentials and not what they’ve learned about me first. I wince when I see 10 bullets on a WebEx, hear a dog barking in the background in a virtual meeting, see an unchanged automated invitation to me to connect on Linked in, read emails with suggested times to meet but no indication of time zone and I wince when someone tells me to consider then earth when deciding whether to print this document just to name a few more.
Wince Points are everywhere.
Focus on the winces. And trust your “Wince-tincts”. They are truthful and honest moments. Make a plan, create a process, get a training or get some coaching to help get rid of the winces.
If it makes you wince, there is something wrong with that moment. Don’t fight it, just go and fix it.
Till next time,
Grow The Business.