A while back, I went in to my son’s room to check on him before I went to sleep and noticed that my son had fallen asleep in his bed with his arms folded across his chest. I thought it was cute and pulled the covers up over him and went on to bed. The next night, I checked on him again and noticed the same thing. Hmm, I thought, why does he do this?
Over the next few weeks, as I checked on him before going to bed, I noted that sometimes he had his arms folded across his chest and sometimes he did not. Did it mean anything? Who knows! He is unaware, it causes no harm and it makes me laugh.
On the other hand, have you ever had a meeting or interaction in which the person you were talking to crossed their arms across their chest as you were talking? What kind of message did that send? If you were the Customer in this situation and the person crossing their arms was the company representative, what position did that put you in?
I had that happen to me recently and I actually stopped my dialog and politely pointed out to the person who was talking to me that I felt they were not listening to me anymore and that they were shutting down. I tactfully and professionally pointed out that I was the Customer and that I had a complaint about their service and wanted to have them correct it.
As it turned out, the person was very receptive to my explanation, immediately changing their body posture and listening to me. They addressed my issue and let me know that they were unaware of what the were doing and apologized.
So…are your arms crossed? Does your Customer perceive that they are? Have someone check for you, it might make a difference in your business.
Thanks for reading,