Two sides of “a giant deal”

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Many companies thrive by serving to folks cope with initiatives that really feel like they’ve excessive stakes. A child’s first haircut, the offsite storage of knowledge backup, an upcoming household reunion, a medical process or the inscription on a sentimental piece of knickknack or watch.

However, if the inevitable glitch or failure arises, we’re inclined to remind the shopper that within the scheme of issues, it’s not such a giant deal.

In fact it’s. You reminded them of that time and again while you have been making the sale.

When issues don’t work, it’s not useful to attempt to reduce the influence. In truth, you’re way more more likely to make progress if you happen to remind the shopper simply how a lot it mattered to you to get it proper, and the way you are feeling about letting them down.

Empathy is a primary step towards connection.

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