If we want to make friends, lets put ourselves out to do things for other people things that require time, energy, unselfishness and thoughtfulness. When the Duke of Windsor was Prince of Wales, he was scheduled to tour South America, and before he started out on that tour he spent months studying Spanish so that he could make public talks in the language of the country; and the South Americans loved him for it.
For years I made it a point to find out the birthdays of my friends. How? Although I havent the foggiest bit of faith in astrology, I began by asking the other party whether he believed the date of ones birth has anything to do with character and disposition. I then asked him or her to tell me the month and day of birth. If he or she said November 24, for example, I kept repeating to myself, November 24, November 24. The minute my friends back was turned, I wrote down the name and birthday and later would transfer it to a birthday book. At the beginning of each year, I had these birthday dates scheduled in my calendar pad so that they came to my attention automatically. When the natal day arrived, there was my letter or telegram. What a hit it made! I was frequently the only person on earth who remembered.
If we want to make friends, lets greet people with animation and enthusiasm. When somebody calls you on the telephone use the same psychology. Say Hello in tones that bespeak how pleased you are to have the person call. Many companies train their telephone operators to greet all callers in a tone of voice that radiates interest and enthusiasm. The caller feels the company is concerned about them. Lets remember that when we answer the telephone tomorrow.
Showing a genuine interest in others not only wins friends for you, but may develop in its customers a loyalty to your company. In an issue of the publication of the National Bank of North America of New York, the following letter from Madeline Rosedale, a depositor, was published:
I would like you to know how much I appreciate your staff. Everyone is so courteous, polite and helpful. What a pleasure it is, after waiting on a long line, to have the teller greet you pleasantly.
Last year my mother was hospitalized for five months. Frequently I went to Marie Petrucello, a teller. She was concerned about my mother and inquired about her progress.
Is there any doubt that Mrs. Rosedale will continue to use this bank?
Charles R. Walters, of one of the large banks in New York City, was assigned to prepare a confidential report on a certain corporation. He knew of only one person who possessed the facts he needed so urgently. As Mr. Walters was ushered into the presidents office, a young woman stuck her head through a door and told the president that she didnt have any stamps for him that day.
I am collecting stamps for my twelve-year-old son, the president explained to Mr. Walters.
Mr. Walters stated his mission and began asking questions. The president was vague, general, nebulous. He didnt want to talk, and apparently nothing could persuade him to talk. The interview was brief and barren.
I am collecting stamps for my twelve-year-old son, the president explained to Mr. Walters.
Mr. Walters stated his mission and began asking questions. The president was vague, general, nebulous. He didnt want to talk, and apparently nothing could persuade him to talk. The interview was brief and barren.
Frankly, I didnt know what to do, Mr. Walters said as he related the story to the class. Then I remembered what his secretary had said to him stamps, twelve-year-old son And I also recalled that the foreign department of our bank collected stamps stamps taken from letters pouring in from every continent washed by the seven seas.
The next afternoon I called on this man and sent in word that I had some stamps for his boy. Was I ushered in with enthusiasm? Yes sir. He couldnt have shaken my hand with more enthusiasm if he had been running for Congress. He radiated smiles and good will. My George will love this one, he kept saying as he fondled the stamps. And look at this! This is a treasure.
We spent half an hour talking stamps and looking at a picture of his boy, and he then devoted more than an hour of his time to giving me every bit of information I wanted without my even suggesting that he do it. He told me all he knew, and then called in his subordinates and questioned them. He telephoned some of his associates. He loaded me down with facts, figures, reports and correspondence. In the parlance of newspaper reporters, I had a scoop.
Here is another illustration:
C. M. Knaphle, Jr., of Philadelphia had tried for years to sell fuel to a large chain-store organization. But the chain-store company continued to purchase its fuel from an out-of-town dealer and haul it right past the door of Knaphles office. Mr. Knaphle made a speech one night before one of my classes, pouring out his hot wrath upon chain stores, branding them as a curse to the nation.
And still he wondered why he couldnt sell them.