Rebecca Faherty On Keys To Great Customer Relationships

BELFAST, U.K. - April 22, 2013 - PRLog -- Rebecca Faherty - Relationships are emotional rather than intellectual so instead of treating customer relationships as business agreements, approach them as something different like an interaction between your emotions and the customer's. “Creating a relationship with a customer is very beneficial it builds trust and keeps a customer loyal.” Said Rebecca Faherty
Self awareness.

Emotional openness strengthens relationships and you can't be emotionally open if you're not totally aware of your feelings.
It allows you to understand and identify the emotions you're feeling and get a feeling of how those feelings might affect your behaviour. You can compensate so that you don't do anything that you could later come to regret and even use your emotions to forge a stronger bond.

Self awareness is great if you are aware of your emotions you can create great relationships, like if a customer has reacted well to you then you can bring that positive feeling on to the next customer.” Commented Rebecca Faherty.

Empathy.

Empathy is the ability to feel what another person is feeling. For example take a routine sales call, you that the customer's firm has announced lay-offs then there at least three courses of action.

-Proceed with the sales call like nothings changed, after all it isn't your problem

-Try to find out whether the customer will still have buying authority after the lay-offs, so that you can make your numbers.

-Take a second and imagine the fear and confusion that comes with an announcement like this and depending on the situation and how you feel the customer is feeling decide whether the customer would prefer to commiserate and complain or be distracted from the situation.

Two of the responses will not look good on you personally and the last based on empathy will build a stronger relationship.

Rebecca Faherty had this to say “When you recognise the way someone is feeling and you empathise with them and don't ignore how they are feeling then you have an opportunity to build a relationship with them and hopefully that will bode well with them the next time.”