8 strategies for managing good and bad attention

We want more good attention and less bad attention … right? Let’s all aim for GREAT attention at work, at home and in our community.

Legendary Customer Service expert and speaker, Shep Hyken said recently ‘customers love to be contacted by the senior leader or executive level’ – it got me thinking. Our members like attention … especially from those in seniority. When is the last time you gave them your attention?

Here are 8 strategies for managing attention:

Good attention

Be proactive – spend time proactively thanking your members for doing business with your Credit Union and your team for their constant performance. People want to be seen and they want to be heard – recognize someone today.

Have integrity – do what you say you will do. Be a person of your word. People notice when you do what you promise.

Deliver constantly – always be researching ways to provide exceptional member service to your external members and internal team.

Share good news – provide testimonials from members to the team and remind them of the great work they do, share team member achievements at meetings to inspire success. Always look for opportunities to shine attention on positive results.

Stay congruent with your brand – your personal brand as a leader and the brand of your Credit Union are reliant on staying consistently congruent with your values and beliefs – stay on point.

Bad attention

Think before you post – if you don’t want your grandma to see it or you don’t want it on the front page of the New York Times … don’t post it! I’m astounded at the crazy comments people post – don’t be that person! Your members are reading what you personally post and your posts about your Credit Union.

Think before you press send – don’t fill in the TO field on email until you are 100% sure it is right, not emotional and can’t be misunderstood. Never send an email in anger, frustration or confusion – it doesn’t make you look like a strong leader and attracts bad attention.

Apply the bottom drawer technique – one of my bosses Barb, used to say ‘let’s apply the bottom drawer technique’ meaning put it in the bottom drawer of a desk, sleep on it and see how you feel in the morning. In today’s world of constant connectedness it’s easy to make rash decisions or respond inappropriately – don’t do it – it’s not good for your reputation.

Today focus on strategies to get GREAT attention and avoid activities that lead to BAD attention – when you do this you will be even more ah-mazing and be a leader with much stronger impact and influence.