The Platinum Rule

the platinum ruleA friend recently talked about the golden rule in one of his posts – treat others as you would like to be treated. It was a great prompt to talk about what people really want – is it the golden rule or the platinum rule? The platinum rule suggests you treat people as they would want to be treated, not as you would want to be treated. The point being, your preferences may be different than theirs. It requires a deeper understanding of the people you interact with, usually by asking them about their interests and observing their preferences.

On the customer side of the house, I’ve been on both the sending and receiving end of information about what customers want from the business. If done well, the business can draw a closer connection with the customer by understanding their needs and preferences and evolving accordingly. As a customer, there is nothing more frustrating than getting a survey, spending the time to complete it, never hearing anything back and seeing no change in the business. On the flip side, it is fantastic when the company takes the feedback and makes a change for the better.

From an employee perspective, great companies engage people. They understand that having a culture that encourages dialogue and fosters engagement is better for the company and for the people. For some people, regular praise is important. For others, it may be a promotion or a raise. And yet for others, it is actively participating in the direction of the company. By having an active dialogue, the virtuous cycle can emerge where people are excited to come to work every day and make an impact, and as a result the company gets better. Everyone gets what they need.

How are you engaging with your customers? With your people? Do you truly understand what they want and how you can deliver on it?

Posted in Change Management, Customers, Leadership, Strategy.

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