There are so many moving parts to any customer encounter. But in the end, it often boils down to the ‘feeling’ that one is left with after the close encounter. What are you doing in your sales and customer service meetings to drive the importance of the emotional side of your interactions?
The vendor on the other end of the phone was with one of my favorite vineyards in California. After hanging up, I felt a bit guilty when I realized I had not asked her how they were faring amid all the fires in Northern California. We tend to be so focused on what we are going through that sometimes we forget to acknowledge the pain and the gain of others.
Did this statement of empathy and kindness impact the sale in this call? Well I will let you be the judge… I ordered a whole case of wine!
Handley Vineyards, wine, customer service,