I am always amazed at the lack of curiosity displayed by many service providers.
I just returned from two weeks on the road and am constantly taken aback by this ever-present behavior. While I know it is true and a determining factor as to whether someone will succeed in whatever field they choose, I also know it is one of those things that is difficult if not impossible to teach. I highly recommend you look for it when hiring.
One of my favorite concepts to share in my workshops is the fine art of what I have coined “Curiosening.” It is the fine art of being curious, questioning and listening. It is a trait of all good concierges; without it life must be such a bore.
The idea that people have no interest in their surroundings or seizing the opportunities all around them makes me a little sad. All we have is the present moment. Here are a few incidents from my road trip that gave me pause.
- While shopping in a world famous camera store in New York City, I tried to get someone’s attention and when body language failed I called out, “Do you work here?” He looked at his vest, which was clearly a uniform, looked up at me with some disdain and said, “Yes, in body only.” Quite frankly, that comment gave me a pang of sorrow. The exchange just felt sad, mostly for him, but as a customer, his unwillingness to connect or be engaged or curious in any way was a bummer.
- At a gas station in a small town on the Hudson River, located on the corner of Broadway and Main, I asked the attendant if there were restaurants on Main Street. He said, “I don’t know. I have never gone down there.” Huh?? He drives on Broadway to get to work and never ever thought to drive around the corner to see what was there? As we discovered with delight, there is a railway station, a vibrant riverfront and a thriving historic downtown, all within two blocks of where he works every single day. I was glad a fellow customer suggested a few venues.
- We visited a building in New York City and asked the security officer at the front desk about the art exhibit on display in the foyer. It was 15 feet away from him and he had zero idea what was being exhibited. He told us to go over and look ourselves. We did, and it was an interesting show. I guess he will never know.
- In Penn Station, I asked a Rite Aid employee where the closest bathrooms were. She said she didn’t know. Not helpful for sure, but the oddest part is they were literally a stairway away and the stairs were directly next to the Rite Aid. How can you be that oblivious to your environment? I just don’t get it.
Truth be told, I imagine some of the people I encountered were just not interested in being helpful. I am sure if you are reading this you are a curious person. Any thoughts on instilling curiosity will be welcomed.