Over the years, after working in different companies and with a large number of vendors, I have seen that When personal interest gets in the way of customer needs during a sale, everything becomes tense and often gets stuck to the point of losing business.
So I came to the conclusion that, if empathy is not developed from the depths of our being, it is difficult for us to genuinely achieve customer loyalty or achieve healthy ties in our work environment, since we will permanently put our needs above the common objective of the company. situation.
Empathy is that energy that predisposes us to listen to the other actively; if we transfer this to our businesses, it would be that ability to understand what an angry and objectionable customer feels without having to swim in his emotionality along with him, to be able to abstract myself from that situation and objectively look at the scenario to give an honest, kind and according to what is required at that moment, not what either party wants to hear. Empathy on this plane keeps us in a
professional place to say what needs to be said in our best ways.
For this, it is imperative to focus on the need to resolve the situation, above personal interests.. And this is where empathy comes to light to accompany a tense process such as a negotiation, where the parties are usually at their highest peak of stress.
A value proposition where empathy is the fundamental point can only generate more business and satisfied customers who permanently recommend our services and/or products.
But of course, this ability to put ourselves in the other’s shoes comes from deep personal development, because as I always say “the values that apply to life apply to business.”
find me on ig: @vero.mentoring
Linked In: Veronica De Los Santos
by CEDOC
