Regardless of the business you're in, or a owner of, it's vital that you control your emotions. Specifcially, around how you treat your customers. Way too many organizations are led and operated by those who allow emotions to rule the day.<\/p>\n
For example, if you're a retailer and a customer returns a shirt because the quality and fit are not up to their expectations, don't frown with disgust because their at the return desk\/department. It's an opportunity to grow the relationship. Maybe there's a problem with QC at the factory where the shirts are sourced. Don't wait until there's three boxes of returned shirts to get clued into a problem. Customers do want to engage about your product-if you let them.<\/p>\n
Sadly, most employees forget (if their thinking about the customer at all) that the customer comes in expecting to be treated…less than warm. When you or an employee confirm that expectation, the customer convinces themselves that another store is there better option. If the employee taking the return would have been prepared (or been trained\/developed) in the art of restraint and vision, the result might be radically different. Controlling our emotional urges requires practice.<\/p>\n
A friend once told me that you'll know how much a service\/product provider really cares about you when a problem arises.<\/p>\n
Maybe you should start a program around training\/developing emotional control (EC). Yes, your manager\/leaders will have to engage with the staff. But that's what they should be doing anyway. Think of what you might discover? Your customers might discover something remarkable in a landscape full of the "unremarkable."<\/p>\n","protected":false},"excerpt":{"rendered":"
Regardless of the business you're in, or a owner of, it's vital that you control your emotions. Specifcially, around how you treat your customers. Way too many organizations are led and operated by those who allow emotions to rule the day. For example, if you're a retailer and a customer returns a shirt because the…<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18,5,123,170],"tags":[22,1380,265,582,177],"class_list":["post-409","post","type-post","status-publish","format-standard","hentry","category-business-commentary","category-entrepreneur-advice","category-leadership-development","category-management","tag-business","tag-customer-service","tag-entrepreneurism","tag-leadership-development-2","tag-management-2"],"_links":{"self":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts\/409","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/comments?post=409"}],"version-history":[{"count":0,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts\/409\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/media?parent=409"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/categories?post=409"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/tags?post=409"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}