When we care about members we:
— Ask them what they think, how they feel and what they want for the future.
— Listen to them carefully, fully, without judgment seeking to really understand.
— Act on our new learnings, helping members solve their problems.
We show members we don’t care by:
— blindly focusing on the tasks of our job.
— insist on policies and rules for members.
— place members at a distance.
— don’t take their needs, thoughts or feelings into account.
— assume we know what they want.
— say they are wrong.