Dear Yogesh,

We have recently hired a few young interns who have a difficult time conversating with customers over the phone and in person. The other tasks that are to be done happen smoothly. Be it the data collection, report generation, or presentation, these interns are quite smart to grasp the brand knowledge, but when it comes to communication, it is only done through emails or texts. 

Even the texts and emails have errors and are easily misunderstood by our clients. How can I make these interns meet the client in person and have a positive result from the conversation they have with them? Any advice is welcome.

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Dear Nidhi,

It is easy to set expectations till the time they are violated by the owner. As you have already set the rules for communication, it is best you give your interns a little time before jumping to conclusions. Meanwhile, here are some tips that you can follow. 

TEST YOUR ASSUMPTION

The first thing you need to do is find out if the expectations you have with your interns are of actual use or are just mere rules that were imposed upon you. Research and find out if the in-person method really works for your customers. And, if so, are there many of them, or just a handful of customers who prefer it? It is important to research a reasonable sample to see if it is a majority.

The best way to bring this into practice is by involving your team in the research process. Ask for their suggestions and choose a few opinion leaders from amongst the younger employee population to design and implement the study. Ask them to not just gather the information and tell them to share stories. 

SHARE THE WHY

It is very important to tell your interns WHY is this activity important. It has been researched over a long time that the best way to change people is by humanizing the “why.” You can start by sighting data in your example as “Sixty-three percent of our clients say they would like to have a quarterly in-person visit rather than phone calls.”

Remember, emotion is the root of motivation. When you invoke the need for it in your employees to the point they are motivated to perform a certain way, you will be able to get the outcomes in a much quicker way. And above all, telling stories is the best way to do that.

DELAY THE PAIN

One of the best ways to let people absorb and mold according to your expectation is by giving them the time they need. It is better to let people act the right way before you start imposing it. A simple way you can take is to announce the change far in advance. It becomes easier to accept the pain that is long-delayed in comparison to immediate pain. 

Share the why. Make it easier. Engage opinion leaders in demonstrating the superiority of the new approach. Persuade. Then require.

Regards,

Yogesh Sood

The above is an adaptation of a blog written by Joseph Grenny on DECEMBER 1, 2021:

https://cruciallearning.com/blog/tips-on-influencing-your-team-through-change/