Should my business be a “love-in”?

Hi Aunty,

One of my area reps tells me that she hugs customers when she meets with them.

She sees them as part of her family and believes that they will become advocates of her services if she treats them this way.

I cringe when I hear this. I think it’s unprofessional and if a supplier ever hugged me it would stop me effectively communicating my requirements with them. I would like honest, professional communication with both my suppliers and customers.

Am I being old fashioned here?

Kind regards

Dear Kind regards,

Hang on. Who cares if you are old-fashioned or not. You know your business and your suppliers. And you, my friend, are the boss. So the trick here is to get her to feel that her attempts to get up close and personal are terrific – so terrific in fact that she should forget about the hug.

Here is what you do. Call her in and tell her that you were thinking about her hugging comments and you totally endorse her policy of getting close to the customers. You love her enthusiasm and her passion for the job and you can see a great future for her. Then add you have been thinking about the actual hugging. Tell her that while you think it might be fine with some customers, others you know will find it uncomfortable. Then ask her to run through the ways she “hugs” suppliers metaphorically. For example, I am sure she is the type to remember the names of their kids, remember their special anniversaries and so on.

Then ask her to run through the ways she keeps the suppliers sweet in terms of listening to their business needs and providing great service.

At this point you simply point out that it would be a shame to put people off because she is hugging them!

Tell her she can enthusiastically pump hands and even add a shoulder pat. But best not to hug. Anyone. Tell her you know people who actively dislike dealing with huggers because they find it so distracting and an invasion of their personal space.

Try and keep the conversation humorous. And make sure she feels that her ideas on getting close to customers has sparked you to think how all reps can get up close and personal.

Make sure at the end of your conversation you offer her your hand! And you don’t get pulled in for a hug!

Be smart,
Your Aunty B

To read more Aunty B advice, click here.

Email your questions, problems and issues to auntyb@smartcompany.com.au right now!