Movement to Action: The Key to Making an Impression
| 25 | Oct |
| 2013 |
Joe Navarro was one of the original founding members of the FBI’s Behavioral Analysis Unit. When he retired in 2003, he discovered his expertise and ability to read nonverbal body language could be taught to benefit everyone from professional poker players to executives who wanted an extra edge. He has authored numerous books, including the classic What Every BODY Is Saying. During his Social Capitalist interview, Joe talked about the value of moving to action – taking physical initiative to make something happen.
From studies, we know that babies at around 12 to 14 months respond to what are called “pro-social individuals.” These are individuals who move to action, who will do something further and do it quickly. They tend to favor those people in the same way that when I walk into a store I like it when somebody says, “Let me go get that for you,” and they rush off and bring it back. What we hate is the person who delays, takes his time, walks slowly, meanders, and so forth. This is devastating to businesses.
When we move to action quickly, it’s impressive. When I studied the folks at the Ritz Carlton organization, one of the first things they told me was: “We look at everybody in the lobby and if somebody needs help, we go to them to see how we can help them. We don’t wait for them to come to us. If we wait for them to come to us to ask for help, it’s too late. They can get that at any hotel anywhere in the world.” So why is the Ritz “the Ritz”? Because they train their people for situational awareness: Assess everybody, see who has a need, anticipate it and go to them. The reward is these people keep coming back. They don’t care what they have to pay for the room – what they like is that people care about them.
That’s something that every organization can do, and it’s free. It’s the difference between me waiting for you to come from the door to my desk and me leaving my desk, hurrying to the door and welcoming you. That’s something you’ll remember the rest of your life.
To read the full transcript of Joe’s Social Capitalist interview, click here. To listen to this and other Social Capitalist podcasts, download them at iTunes.
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