Short Example of an Acronym
From Chapter 27: Make An Impression That Will L.A.S.T. (This is a 6-page chapter in the book. There are two applications- working with employees, which is offered below, and customer service, which is included in the book.)
• L=Listen
• A= Apologize/Acknowledge/Accommodate
• S=Satisfy/Solve
• T=Thank
Using L.A.S.T. when working with your staff:
L = Listen
Welcome them when you first meet them. If they are in your office, ask if they would like some water or coffee. Be cordial, open, and friendly like you would with a customer since, in a way, they are. Pay close attention to each individual’s presentation. Nod your head and take occasional notes to show your interest. DON’T INTERRUPT! Let them finish talking before you jump in. (There is more).
A = Acknowledge/Accommodate/Apologize/Ask
Use terms such as “That’s a good idea,” and “I’m glad you mentioned that.” In some cases, you may want to clarify your comments and position. It can sometimes be appropriate for you to “Apologize” for causing a misunderstanding even if they made the error and you outrank them. Maintain open dialogue. Be conciliatory. It is OK for a manager to apologize! (There is much more).
S = Satisfy
Satisfy the other person’s objections or concerns. Remember The Four Wins of Change. Ask questions using open probes: “Tell me more about,” or “Please explain that in a bit more detail?” Look for ways to incorporate the other person’s ideas into yours and vice versa. Remember, “Those closest to the work know it best,” as we discuss in Chapter 33. (There is much more).
T = Thank
Thank the person for coming to you to discuss their concerns or disappointments. Thank them for trusting you to help find a solution. Let them know… (there is much more).
Example: The Admin needs time off. The front desk person went to see the Office Manager (OM) who asked, “How can I help you today?” (Welcoming). The response was, “I have a sick boy at home who needs to see the doctor right away. I made a 2:00 appointment and hoped I could take some PTO. I hate to do this so suddenly but our childcare person just called and said our son is running a temperature.” The OM said, … (There is much more).