Why is it that the best leaders in any business are usually the ones asking all the questions?
Initially you may think they are doing it to be annoying, maybe you think that they don’t know the answers?
Lets look at a leader who does NOT ask questions.
Leader 1:

  • ‘You should move faster when you serve’
  • ‘You must always upsell’
  • ‘You have to smile and welcome the customers’

Eeeeekkkk would you do any of those things because you feel inspired and motivated to do so?
Leader 2:
Perhaps if there was a slight adjustment from telling to asking it may sound more like this;

  • Where are their efficiency opportunities in the service processes?
  • What secondary product would be ideal to suggest to the core item they purchased?
  • How would you feel if the customer did not smile at you?

So I’ll repeat the first sentence; ‘Why is it that the best leaders in any business are usually the ones asking all the questions’?
Perhaps great leaders are tapping into a humans deepest urge; ‘the desire to be important’.
When interested in someone, it is natural to ask questions. This instantly signals to the receiving person that they are important in this moment.
Philosophers such as Sigmund Freud’s stated that; everything we humans do comes from either two motives; ‘the sex urge and the desire to be great’ John Dewey, said it slightly differently; that the deepest urge in human nature is ‘the desire to be important’.
Leaders who are NOT asking questions raises alarm bells for me.
A great question is essentially about being genuinely curious.
When we ask sincere questions we are coming from an intention of wanting to learn more or discover more about those person’s desires or wants in that situation. Inspiration comes from sincere questions.
Customer service; is it not about solving people’s problems and providing what they want or desire?
Shifting our mindset from telling to asking creates a culture of curiosity and sets your team up to inspire their customers.
Jaquie Scammell
‘Why serve when you can inspire’