Darlene works at a busy Canadian bank.
Her branch is very busy… close to downtown Toronto on a busy street. There has been a lot of turnover at this branch due to what employees call a ‘typical stressful day’.
But looking at Darlene while she works you would think she was visiting… always with a relaxed smile on her face.
She has a way with people. An ability to calm people down. Her clients love working with her because they always feel better about themselves and life after coming in.
Darlene has consistently lead the bank nationwide in sales and volume. She has the highest client retention at her branch and frequently has to give away clients to her colleagues.
How does she do differently?
What is the ‘Darlene Factor’ that has all her clients bringing in friends and family to do their mortgages and investments and daily banking with Darlene?
Darlene has influence on people. Vocal influence.
But it is not the obvious powerful influence we imagine leaders to have, hers is the quietest kind of influence…she listens powerfully. Almost like a beloved grand-mother. Her clients talk and talk and talk, pouring all their goals and dreams into Darlene’s ear.
While she sits there contently smiling, listening deeply and taking it all in.
Even the A-type fast talking, fast walking business types come to Darlene to help them with their finances. They walk out a little slower, a little more relaxed. At ease.
Darlene would say that the way she has with people is more about helping her clients find their voices. And they love her for it.
There are no secrets kept from Darlene. They tell her EVERYTHING. All their dreams. All of their goals. Even the goals of their kids and siblings.
If you sat outside her door, you would see people walk in fast with a load on their mind from their busy day, and walk out slower, calmer…happier.
Darlene didn’t always have this warm effectiveness with people.
She would tell you that she almost found out by accident that people respond more to her when she hears them. She has been helping people since then to find their own voice.
Darlene…
‘When I first started listening to people more it felt a little difficult because I realized that I used to talk so much before so I wouldn’t have to feel the jittery feelings that came up inside me’.
‘I wouldn’t have believed it, but only after I started slowing down my pace did I find out that my fast walk, and fast talk were a big cover-up for inner anxiety from a fear of getting what I thought I needed. To hit my sales target, or whatever idea was stressing me out.
‘People ask me all the time how I get my sales number so high, why I close twice as many mortgages as the other reps here. I say to listen a little more. Listen a little longer. Put your attention on who is in front of you as if she were your daughter or son.’
‘They say that helps them take the focus off of them and onto the other person, which gives them a very good feeling. It just feels good, feels right to be entirely focused on what will help the wonderful person sitting in front of you.’
‘And that good feeling is contagious. You start to hooked on it. And then your clients catch it too. And everyone feels better.’
Sounds like simple good advice we have all heard. So why isn’t everyone at every bank pulling in number and enjoying life as easily and effectively as Darlene?
Darlene … ‘In order to listen to someone you have to be empty. There has to be room for the other person, to hear them. Almost everyone I meet has their head filled up, there is so much noise from how they are experiencing life that there is little inner space. But the leaders I respect and listen to the most at our bank…it is the opposite with them. When I listen to them I feel a stillness, a calmness…they have SPACE inside of them for me.
‘They aren’t all clogged up with busy thinking either. They have done the INNER work. That is what I tell people now who want to be more effective in their work with clients…I tell them to do the inner work. Whatever helps you clear space inside. If your yoga helps you do that. If what you are doing isn’t clearing space then find another way to do it.
“Life is too short to be running around trying to get somewhere. Because in reality all the clients in your neighborhood will flood into your door when you are ready…inside. Because when they speak they feel the space…the openness…and they love sharing all their dreams. And they bring their wallets to whoever really listens and understands and has real space for them inside.’
Darlene’s secret to having influence with others and to have her voice heard…is to help her clients find their voice.
As she finds more space, openness and ease with herself, her clients find themselves better served.
They cannot imagine banking anywhere else.
Imagine for a moment having this kind of influence and impact.
So your clients cannot imagine being anywhere else…