Last updated on January 29th, 2019

Ethical Systems is a collaboration of top researchers who share the conviction good ethics is good business. Ask an Ethics Expert solicits questions in the realm of business ethics to be answered by an Ethical Systems collaborators. This month’s professional collaborator is Dr. Chris Allen.

QUESTION: I think of myself as an introvert but my new position is much more client facing than my previous position. What can I do to make sure that my disposition is not seen as a hindrance in closing deals and keeping our customers loyal?

DR.CHRIS ALLEN:  It is excellent that you are thinking about the best ways to succeed as you enter your new role. This demonstrates implicit values of professionalism, customer service, and performance excellence.  Your question recognizes that we all have natural personality styles and preferences, rooted in our biology and our experience, which are essential to know and understand. When we know and understand preferences, we can effectively leverage these strengths and become mindful of any potential “weaknesses” or lack of fit with job requirements.

It is also important to remember that preference is not competence. Although extroverted behaviors may not come as naturally for you, this does not mean that you are not capable of them.  Rather, extroverted behaviors, such as lots of client interaction or public speaking, are likely to require more intention, mindfulness, deliberate skill-building, and take more of your energy. And you may need some additional downtime or alone time to recover from a boatload of “front facing” and client interaction.

The philosopher and poet Ralph Waldo Emerson said: “Every individual nature has its own beauty.”  How might you leverage your more natural gifts in this client-facing position? For example, most introverts are excellent listeners, and clients value greatly being heard and understood. When clients experience us as understanding their needs, they are likely to “buy” rather than to feel “sold.” As the saying goes, we all like to buy but don’t want to be sold.  Leverage your natural strengths for being more reflective and attuned to clients. Be authentic in using your unique gifts and skills.

Likewise, remember you are a complex human being with a myriad of traits and skills. For example, regarding other personality traits and emotional intelligence, how warmly do you come across? How do you manage stress and worry? Are you usually resilient and optimistic? What about your traits of perseverance and diligence in delivering in a timely way to your clients? Be sure to leverage your full suite of strengths in your new role.

Lastly, ask your clients and your manager for feedback on your performance in your role and how you can better meet their needs. Asking for and accepting feedback, no matter what behavioral competency is sought, is a fundamental way to manage performance, especially when taking on a new role and new responsibilities. Asking for feedback also shows openness and innate confidence, which is helpful to building trust with clients and with your new boss.