'What business is it of yours?'

Mike Chapman is the Manager of Human Resources/Compliance at Utilities District of Western Indiana REMC.

It reads awkwardly, doesn't it? The words seem out of order, disjointed. Yet, ask someone what it means, and they probably know, "It's none of your business."

"What business is it of yours?" comes from German writer, Johann Wolfgang von Goethe (1749-1832), and belongs to the phrase, "If I love you, what business is it of yours?" I can't interpret Goethe, but he seems to be saying, "If I love you, that is my business. If you love me, that is your business."

What Goethe applied to personal relationships does not apply in business today. Truth is, if someone loves us or despises us, that IS our business. In today's interconnected world, where experiences are expressed and sentiments shared on multiple media platforms, what someone else feels about your business is critical.

No matter what goods you sell, or service you provide, daily your business is under the microscope of public perception; as many business coaches like to say, "Their perception is your reality."

There are ways to improve that perception. A strong name, good marketing, positive referrals, clean business cards and well-kept facilities are all ways in which we are judged credible and trustworthy. However, nothing matters more than the personal, or might I say personnel touch.

Recently, I was in a store not within the circulation of this publication, to purchase a boutonniere. It had to be a certain color to match dress and tux; time was running short. The florist offered to make one, but it would be a couple hours. With minimal options, I agreed and paid for the flower. Immediately I called my daughter to share my success. To my chagrin, she informed that was far too long to wait, as their ride was leaving soon. Undeterred, I returned to the counter, explained the situation, and asked if I could get my money back. I was told there were no refunds. I explained that I had just made the purchase less than 1 minute ago, and asked if they had started making the boutonniere yet. They had not. So, I inquired again, hoping to be off to my next option.

Suddenly the florist angrily responded, "Just give him his *!#^:/* money back," adding other expletives under her breath. I was shocked. A simple bad day or not, my perception of that business is not positive.

Your personnel's professionalism, mixed with a good 'ole dose of human kindness, is THE most important part of creating a positive perception, so that when others consider your business, you might be "feelin' the love."

Mike Chapman is the Manager of Human Resources/Compliance at Utilities District of Western Indiana REMC.