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The power of empathy in tough times
Yesterday, following a doctor appointment, I was waiting for the elevator to come to my floor. When the door opened, a man standing a few feet away from me politely asked, “Is there room for two?” I quickly responded, “Yes. Absolutely”, and thanked him for asking. The elevator carried us to our destination, and we then went our separate paths.
Afterwards I was reflecting on the exchange. If I were a merchant, and he was a vendor, I would probably be very comfortable doing business with him. He thought of me and my world, and he valued it. Such unselfish acts go a long way in displaying our character.
During this current Covid-19 Crisis, I am frequently asked by my clients, “How do I manage my customer relationships during this time?” Most folks are very distracted now, and the last thing they want to do is talk to a salesperson. They need support, friends, and people who give them confidence in the future. They need us.
Successful salespeople are good friends. Surveys have consistently shown that those who are most loyal to their suppliers describe their rep most often with these three words: Friend, consultant, and teacher. When we are struggling through tough times, we count on friends, people who will listen, and those who can help us gain a more favorable perspective. That’s you!
If you haven’t already, make a list of all the people who have counted on you to serve them. Give them a call. Get in to their world. Ask “how” and “what” questions. Listen to understand. Show you understand. If you can do this, you will help them out and strengthen the relationship. If they need something, they will ask.