As our business grew, Amy and I considered hiring our family members. I warned her that working with family in business can be "fraught with landmines." If we were going to succeed in working with family members, as well as customers, we needed to learn a very important skill:
Listening with Empathy
That does not mean thinking about what you are going to say when the other person stops talking! Listening with empathy means really hearing your customer or family member as they express their needs to you and striving to fulfill those needs.
At a recent company get-together, as everyone was laughing and playing a card game, someone piped up "Listen to that beautiful noise!" It is beautiful to listen to associates and three generations of family enjoying playing and working together.
We look forward to serving you and your family and listening with empathy...with a goal of satisfying your needs.
-Told by Phil-