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Relationships Are About Emotions – Even With Your Clients

January 31, 2013

Daily ReadRelationships Are About Emotions – Even With Your Clients

In our personal relationships we know emotions play a major role, but we usually try to leave the emotions out when it comes to business.  Relationships are emotional rather than intellectual. Therefore, rather than treating customer relationships as business agreements, approach them as an interaction between your emotions and those of the customer. This requires mastering three emotional skills:

  1. Self-awareness. Self-awareness allows you to understand and identify the emotions you’re feeling and predict how those emotions might affect your behavior. You can compensate so that you don’t do or say something that you’ll later regret.
  2. Empathy.  Empathy is the ability to feel what the other person is likely to be feeling. This can help you take into account situations your customers may be dealing with (i.e. Layoff announcements, tight deadline, etc) so that you can adjust your sales approach which will result in a stronger relationship (instead of coming off as a jerk – just to get the sale!).
  3. Realistic Optimism. The best way to satisfy a customer’s business and emotional needs is to combine realism and optimism into your selling process. First, see the customer’s situation as it is (reality). Second, help the customer visualize how they would like things to be (optimism) and finally, devise a way to move the customer from the now to how the customer would like it to be (your selling part).

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