When Body Language
Speaks

 

Image courtesy of David Castillo Dominici at FreeDigitalPhotos.net

 

“Language is a more recent technology.  Your body language, your eyes, your energy will come through to your audience before you even start speaking.”
~Peter Guber

 

Let me go ahead and clear the air:  This post is not about the smile.  I am sure you can agree that smiling is a significant part of successful customer service, but what about the rest of your body?  I’m not sure you realize just how much your body language speaks as well.  If you are not “in-tune” with what your body language is doing and saying, it may be costing you customers and money.  If you do want to learn more about smiling and it’s effects, then you can go to this post, 5 Customer Service Mood Creators.  Today, however, we are going to focus on Body Language.

 We have many body parts and they all convey a message.  Just to hit on a few of the basics, let’s discuss 3 body parts.

 

1. The hands – What body language do your hands speak?  When you first meet someone or are addressing a situation, palms up means that you are welcoming or ready to serve.  Palms down says you are authoritative and in charge.  One of the less recommended things to do with your hands when dealing with a customer is pointing, unless it is for a directional reason.  For example, pointing the customer in the direction of a desired item across the store.  However, pointing at someone directly should be avoided as it will make them very defensive and can potentially escalate any situation.  When handling a customers needs over the phone,  try sitting in your chair with your palms up.  This reminds your brain to stay calm and relaxed.   The hands are an amazing communication tool.  They convey so much information to the receiver of the message, being your customer or client.  Most of which is on a subconscious level.  Lastly, the next time you need to ask someone to do something try approaching them with your palms are up.  They will most likely see it as a request and not a command.

 

2. The Arms - The arms tend to follow the hands.   After all, they are attached to one another.  Opening your arms is a welcoming pose, non-confrontational, motherly if you will.  Crossing your arms says “I’m skeptical, closed off” or it could mean you are cold.  To determine if closed arms means someone is closed or cold you must look at the tightness of the arms.  Tight crossed arms is indicative of being cold where as loosely crossed arms does not.  When dealing with a customer be sure your posture is appropriate.  Opening your arms and setting them apart opens up your chest.  This allows more oxygen to enter the lungs which sends a message to the brain that you are in control.  It has been recommended that before going into any situation that you might not be confident in, like a job interview for example, you should spread your arms out wide for 2 minutes.  Make your body bigger, as 0pposed to smaller.  This sends a message of surety to your brain and you will actually perform in that manner.

 

3. The body – Dr. Clark Gaither, a friend of mine, wrote a post about the message your body can convey when dealing with patients and how it applies to discussing your fees as a coach called  “Getting Comfortable Discussing Your Fees“.   He discusses the differences between leaning slightly forward and leaning back and the body language it speaks to his patients.  This can be applied in all aspects of life and especially customer service.  Slightly leaning forward says you care, are engaged, and are empathetic to the situation.  Leaning back says I”m not that interested, I don’t care, or I’d rather be fishing.

 

Our body language says so much without ever having to say a word.  Be sure and fine tune your non-verbal messages to create a situation for the best results possible.  By the way, I wrote this post slightly leaning forward, arms open, and my palms facing up.

 

What does your body language say?

I’d love to hear from you.  Please comment below on my blog or click on this link to be directed there: Uber Good Experience

Now go and serve wisely,

Rafael

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