{"id":32579,"date":"2022-06-22T00:00:00","date_gmt":"2022-06-22T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/good-intentions-can-be-more-important-than-perfection\/"},"modified":"2023-09-17T16:48:18","modified_gmt":"2023-09-17T16:48:18","slug":"good-intentions-can-be-more-important-than-perfection","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-relationships\/good-intentions-can-be-more-important-than-perfection\/","title":{"rendered":"Good Intentions Can Be More Important Than Perfection"},"content":{"rendered":"\"IntentNot long ago, I wrote about <\/span>calling your customer or an employee \u201choney.\u201d<\/span><\/a> It generated dozens of comments. One of our subscribers made a good point.\u202f\u00a0<\/span>\u00a0<\/span>\r\n\r\nHe agreed that the lesson is about being \u201csocially correct,\u201d but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person \u201choney\u201d was her way of doing it. There was no intent to offend or harm. In fact, there was only the intent to serve. As a society, we may be focusing on the wrong thing. What was this server\u2019s goal? It wasn\u2019t to disrespect, belittle or embarrass the customer. She was just being friendly.\u202f\u00a0<\/span>\u00a0<\/span>\r\n\r\nHowever, if you upset a customer by referring to them the wrong way or say something that is socially or politically incorrect, having the best intentions doesn\u2019t make it right. But for training purposes, you have to acknowledge the intent before focusing on the change of behavior.<\/span>\u00a0<\/span>\r\n\r\nThis brings us to something similar to the \u201choney lesson\u201d comment in that it ties into intentions.\u00a0<\/span>\u00a0<\/span>\u00a0<\/span>\r\n\r\nA friend mentioned that it surprises him when people communicate with poor use of language, and he shared a story that made me smile. Before going further, I realize I\u2019m heading down a dangerous path, as my use of the English language is not perfect. Regardless, I hope you appreciate this story.\u00a0<\/span>\u00a0<\/span>\r\n\r\nAs a young man, my friend was the manager of a high-end retail jewelry store. He hired a salesperson, Lila, who, in his words, \u201cLived only to provide excellent customer service.\u201d\u202fAs part of the sales process, the salesperson had to get the customer\u2019s information. One afternoon he overheard Lila asking her happy customer, \u201cWhere do you live at?\u201d (Yes, this is bad grammar \u2013 and I\u2019m guilty of this one, too!)<\/span>\u00a0<\/span>\r\n\r\nAfter the customer left, he politely suggested to Lila that she not end her sentence with a preposition. She said she understood, and that was that.\u202fA few days later, he heard her ask the question, \u201cWhere do you live at, sir?\u201d\u202f\u00a0<\/span>\u00a0<\/span>\r\n\r\nAt times, we\u2019ve all been fixated on the wrong things. The correct use of a preposition? Really? I get it. I\u2019m in the communications world, and good grammar is essential. And there are times when people, including me, make mistakes. Many are tolerable and can be fixed quickly with the right attitude and an apology. But remember the lesson here. In many situations, if not most, intent is more important than perfection.\u00a0<\/span>\u00a0<\/span>\r\n\r\n