Advertising
Advertising

The Trainer named Empathy

The Trainer named Empathy

In the early days of my management career in the hotel industry, there was a standard practice that seems to have fallen by the wayside, and I can’t imagine why. Well, I take that back, I think I know why. It’s a thing called ‘cost’ when the cost of a lost opportunity isn’t factored into it for the over-riding veto power it has.

Used to be we didn’t waste the lost opportunity of an empty hotel room. If we didn’t fill it up for the night, we couldn’t save up that lost ‘room night’ and sell it later; if you have a 400-room hotel, it’s always a 400-room hotel; not a 320-room hotel on Tuesday night and a 480-room hotel on Wednesday.

Advertising

There was a greater benefit to having someone enjoy a good night’s sleep in that room as opposed to keeping it empty, so we’d fill it with one of our employees and their family. For that night we conveniently forgot they worked for us and treated them like the most important guest there was. In the process we gave them something priceless: Empathy for the guest they’d be serving the next day they went back to work.

Allowing staff to wear the shoes of the customer as often as possible is the very best training there is. With empathy they sharpen their anticipation of what the customer will need or may want before that customer has to ask for it, or wonder why it’s missing.

Advertising

Think of the times you’ve sat in a restaurant and wondered why your waiter didn’t bring you the right utensils, or that extra bowl to share a salad course too big for any normal human being to eat by themselves. Think of that customer service agent who can’t understand your frustration level, when you finally get them on the phone after a good five minutes of navigating their automated voice systems. Think of all the times you’ve wondered why the hotel housekeeper keeps giving you fresh towels when you take the time to hang your once-used ones so neatly on the towel bar like that turn-down service card says (put on your bed by the shift she’s never worked on.)

These are things that are so obvious to you; Mr. & Mrs. Normal Customer. Why not to them?

Advertising

Better anticipation is just the half of it: Empathy is the germinating seed of new ideas with which to serve your customer in ways that seem too small to be considered mission-critical strategic initiatives, but taken altogether give you a competitive edge in the sea of mediocrity that degrades ‘industry standards.’ Raising that bar with customer service may be as easy as asking your staff to pilot the ideas they thought of while they took their own little road trip through your product offerings.

Look for every opportunity you have for your employees to be the customers you practice on, and then milk that experience for all it’s worth. Ask them to share everything about it they can with you: What could have been cleaner? What could have been faster (or less rushed)? What was missing? Was anything a hassle or inconvenience? Did they have to look for something themselves, or ask for something that should have been graciously offered? What can they think of to improve what they enjoyed? Did they enjoy it, or was it just so-so? If they had paid full price, would they have felt it was worth it? Did anything blow them away? If not, why not? Was there any way they used their ‘insider’s advantage’ revealing the missing elements that first-time guests need to be clued in to?

Advertising

Believe me, empathy is the trainer you should be paying overtime premiums to!

Hmmm … odd that this coffee-maker in my room is nowhere near an electrical outlet.

Related posts: (Mālama is the Hawaiian value of Caring and Empathy.)

  • To Mālama, Address the Basics: The Six Basic Needs of Customers
  • Mālama for the Customer who Complains: Seven Steps for Handling Complaints
  • Post Author:
    Rosa Say is the author of Managing with Aloha, Bringing Hawaii’s Universal Values to the Art of Business. You can also visit her on www.managingwithaloha.com where she regularly writes about value alignment in business, as with Mālama.

    More by this author

    Rosa Say

    Rosa is an author and blogger who dedicates to helping people thrive in the work and live with purpose.

    12 Rules for Self-Management The Six Basic Needs of Customers What’s the difference between Mission and Vision? 7 Steps for Resolving Customer Complaints Reap Joy from this Thanks – Giving Holiday

    Trending in Featured

    1 35 Top Productivity Apps for iPhone (2020 Updated) 2 The Gentle Art of Saying No For a Less Stressful Life 3 What to Do in Free Time? 20 Productive Ways to Use the Time 4 How to Take Notes: 3 Effective Note-Taking Techniques 5 20 Time Management Tips to Super Boost Your Productivity

    Read Next

    Advertising
    Advertising
    Advertising

    Last Updated on August 6, 2020

    35 Top Productivity Apps for iPhone (2020 Updated)

    35 Top Productivity Apps for iPhone (2020 Updated)

    Over the years here at Lifehack, we’ve discussed plenty of apps that you can use to improve your overall productivity.

    There are certain ones that many of our contributors and editors (past and present) have adopted over the long-term — there are always the stalwarts that stick around. But there are also new apps that crop up every day, adding more and more depth to the app category.

    Some of the apps are incredibly plain and simple, while others are more robust and offer more features than you can shake a stick at. And everyone has the one they prefer.

    It’s been our job (and still is our job) to keep abreast of all of the productivity-type apps out there. As a result — and as a bit of a refresher — we’ve put together a list of 35 best productivity apps for iPhone (all categorized based on their functions) to provide you with an all-in-one resource for you.

    For Getting Things Done

    1. OmniFocus

    This app is, while pricey, considered to be one of the (if not the) most robust and full-featured productivity apps on the market.

    Download it here.

      2. Forest

      Train yourself to put your phone down and stay focused on the task at hand by playing with this planting game. It’s fun and will help you achieve more.

      Download it here.

        3. Things

        Another robust choice, this app is a favorite amongst “productivityists”.[1]

        Download it here.

           

           

          4. Any.Do

          A beautiful-looking app that is both easy on the eyes and your wallet.

          Download it here.

            5. PocketLife Calendar

            This calendar app is specifically designed to be stylish and super easy-to-use. You can organize your life easily with different modern features.

            Download it here.

              6. Asana

              We’ve covered Asana here at Lifehack

              , and it is being actively developed by a strong team committed to making collaborative task management a more efficient and effective experience.

              Download it here.

              Advertising

                7. ToDoist

                This app keeps track of everything – from simple errands to your most important projects – so you can get it all done and enjoy more peace of mind along the way.

                Download it here.

                   

                   

                  8. Calendars 5

                  This calendar app focuses on events that help you to keep track of upcoming events and tasks easily. It has everything you need to organize, track, and complete your to-dos.

                  Download it here.

                    9. Clear – Tasks, Reminders & To-Do Lists

                    A fun and innovative list-making app that relies on swiping and pinching to make things happen. Clear created a lot of buzz when it launched, and might be the perfect to-do list gateway app for many.

                    Download it here.

                      10. Due

                      A robust reminders app that lets you store and maintain reminders of all types. It’s replaced Reminders for me when it comes to the basics, and it’s worth a look if you want to keep the mundane stuff out of your head and cluttering your mind.

                      Download it here.

                        11. Checkmark 2

                        I use this app

                        for location-based reminders (such as groceries I need to get or single items I need to pick up from various locations). Checkmark is simple to use and valuable addition to my productivity arsenal.

                        Download it here.

                          12. TeuxDeux

                          Created by Tina Roth Eisenberg and Fictive Kin — TeuxDeux is simple and incredibly stellar in terms of design. If you like lists (including the popular “Someday Bucket”) and want to associate dates with tasks, then TeuxDeux will be right up your alley.

                          Download it here.

                             

                             

                            Advertising

                            13. Nirvana

                            For the GTD enthusiasts, there’s Nirvana. Straight from the source: “Nirvana frees your mind to focus on actually getting things done. If you’ve had enough of generic to-do lists, it’s time for Nirvana.”

                            Download it here.

                              14. Priorities

                              An elegant-looking task management app that has received decent reviews,[2] this could be the one for you if you’re not a fan of OmniFocus or Things — especially if you need (or want) to share tasks with others.

                              Download it here.

                                For Building Habits

                                15. Productive

                                With this app, you can plan your habits with an easy-to-use interface, schedule habits for any time of the day, set smart reminders for each time of the day, and stay on track with useful feedback. This app is perfect for anyone who wants to build a habit that sticks.

                                Download it here.

                                  16. Habitica: Gamified Taskmanager

                                  You can complete tasks and build habits in a more fun way with this app. Input your Habits, your Daily goals, and your To-Do list, and then create a custom avatar. Check off tasks to level up your avatar and unlock features such as armor, pets, skills, and even quests.

                                  Download it here.

                                    17. Streaks

                                    This app follows the model of the popular “don’t break the chain method” in that you use the app to track how you are donig in the pursuit of your goal. Great for goal-setting — and an easy and elegant interface to boot.

                                    Download it here.

                                      18. Remember The Milk

                                      Another popular to-do list app, Remember The Milk has a huge following. It has plenty to offer, including the ability to share tasks with others.

                                      Download it here.

                                        19. Day One Journal

                                        When it comes to journaling, nothing really beats Day One. Its latest update added a slew of features that will make you want to start making journaling a habit.

                                        Download it here.

                                          For Files Organization

                                          20. Evernote

                                          Touted as the world’s most widely-used productivity app, Evernote is an be used simply as a notetaking app or can be customized to be your GTD app of choice — among other things.

                                          Download it here.

                                          Advertising

                                            21. Pocket

                                            You can save an article, video, or link you want to read or watch later to Pocket from anywhere including your computer, Safari, email, and your favorite apps like Facebook, Twitter, Flipboard, and Feedly.

                                            Download it here.

                                              22. Sync.Me

                                              This app identifies unknown phone calls, warns you from annoying spam calls, and adds a caller picture to your contacts from Facebook, Twitter, and Google+.

                                              Download it here.

                                                23. Droplr

                                                One of the most popular file-sharing apps out there today. Straight from the source: “Stay productive on the go. Droplr for iPhone keeps you in sync and makes sharing on the iPhone natural.”

                                                Download it here.

                                                  24. Dropbox

                                                  Before iCloud, there was Dropbox. And there still is Dropbox, which is still widely used by both Mac and PC users all over the globe. It’s like having a flash drive on your iPhone. A must-have.

                                                  Download it here.

                                                     

                                                    For Working Smarter

                                                    25. Captio

                                                    A simple capture tool. Straight from the developers: “It’s simple. Open Captio and start typing. When you’re done, hit Send. The note is immediately delivered to your email inbox.”

                                                    Download it here.

                                                      26. Drafts

                                                      A tremendous capture tool that allows for simple capture, followed by sending items to various applications such as OmniFocus, Things, and more.

                                                      Download it here.

                                                        27. NoteShelf 2

                                                        This is a perfect note-taking app for you. You can take beautiful handwritten notes, type, annotate PDFs, record audio & create lists. You can organize them into categories or groups.

                                                        Download it here.

                                                          28. Doodle

                                                          This app links directly with the Doodle service, which is one that allows you to plan and organize meetings far more efficiently and effectively. Lifehack contributor Steve Dotto has written about Doodle more in-depth here.

                                                          Advertising

                                                          Download it here.

                                                            29. TextExpander (Legacy)

                                                            I have saved countless hours of time with TextExpander, and despite its inability to be as robust on iOS as it is on the Mac, it is still a worthy app to have in your arsenal.

                                                            Download it here.

                                                              30. Launch Center Pro

                                                              A quick launcher for the iPhone that doesn’t just launch an app…with some of them it can do much more. This app saves you time by launching complex actions in a single tap.

                                                              Download it here.

                                                                31. GoodReader

                                                                This may seem to be an odd one to make this list, but here are plenty of reasons why it is here with this article.

                                                                Download it here.

                                                                  32. LogMeIn

                                                                  Want to be able to control your Mac from wherever you are? Then get this app.

                                                                  Download it here.

                                                                    For Improving Security

                                                                    33. 1Password

                                                                    There is simply no better password manager out there. I’ve even put together a 1Password Emergency Kit worth looking at here.

                                                                    Download it here.

                                                                      34. LastPass Password Manager

                                                                      You can store passwords and logins, create online shopping profiles, generate strong passwords, track personal information in photo and audio notes.

                                                                      All you have to do is remember your LastPass master password, and LastPass auto-fills web browser and app logins for you.

                                                                      Download it here.

                                                                        35. Truecaller

                                                                        Identify and block spammers, search for unknown numbers, and call friends easily with this app. With a community-based spam list from over 250 million users, you’ll need this app.

                                                                        Download it here.

                                                                          There are plenty of other options out there (and we’ve heard from readers in the past as to what they enjoyed using), but these 40 are among the best.

                                                                          Featured photo credit: William Hook via unsplash.com

                                                                          Reference

                                                                          Read Next