Getting Naked

If nothing else, the title alone will get some attention this week. Some of you may think I have finally gone off the deep end. Others may be relieved and see this as a solution to the unbelievable heat wave moving across the country. But “Getting Naked” has nothing to do with the absence of clothes. It is simply a title of an easy-to-read business parable by Patrick Lencioni that provides great lessons for customer service and great lessons for life.

The Getting Naked principal demonstrates vulnerability; how complete transparency and honesty sets the foundation for successful customer relationships built on loyalty and trust. It focuses on overcoming three fears related to winning or keeping clients:

1. Fear of Losing the Business – No service provider wants to lose clients or revenue. It is this very notion that prevents many service providers from having difficult conversations that build greater loyalty and trust. Clients want to know that their service providers are more interested in helping them succeed in business than protecting their own revenue source.

2. Fear of Being Embarrassed – This fear is rooted in pride. No one likes to publicly make mistakes, endure scrutiny, or be embarrassed. "Naked" service providers are willing to ask questions and make suggestions, even if those questions and suggestions turn out to be laughably wrong. Clients trust naked service providers because they know that they will not hold back their ideas, hide their mistakes, or edit themselves to save face.

3. Fear of Being Inferior – Similar to the previous, this one is rooted in ego. Fear of being inferior is not about being intellectually wrong (as in Fear of Being Embarrassed), it is about preserving social standing with the client. "Naked" service providers are able to overcome the need to feel important in the eyes of their client and do whatever a client needs to help the client improve - even if that calls for the service provider to be overlooked or temporarily looked down upon.

As I read this book, I couldn’t help but think about how these same fears apply to many of the relationships within and outside of business. You could easily replace the word business or client with words like “friends”, “co-workers”, or “peers”. Feeling inadequate can take place in many areas of our lives. We all have a fear of "Getting Naked" in front of others. I personally believe that if we could give ourselves permission to make a few mistakes and not judge ourselves so critically, many of our relationships would see some truly positive growth.

I hope you take a moment to read the book. I promise it will be worth your while.

Comments

[Susan Schneider]

Thanks Russ, it doesn't surprise me that this resonates with you as I know you hold the relationship side of your partnerships in high regard.

[Russ Griffith]

Susan, I don"t make a habit of commenting on blog sites but this one is spot on. Keep up the fresh thoughts and I do intend to read the book.