Control Your Emotions Or They Will Control You
Posted: Wed Jan 29, 2025 4:07 am
Make it your goal to view leadership not as a job, but a lifestyle, regardless of the situation. That’s my goal for myself as well because you can’t fake sales leadership.Disrupt Your Customer’s Negativity Bias
This article is part of a series by Gina Trimarco called Spontaneous Selling & Service. This series focuses on real sales and customer service scenarios that required off-the-script spontaneity tactics to ensure recovery, retention, and referrals. In this story, a business becomes the vendor of choice when their competitor fails to employ the same amount of emotional control in a stressful situation.
Whether your business is big or small, well known internationally or locally, your customer’s perception of how they are treated is their reality. And the bigger the business, the bigger the expectations for an excellent customer experience. If you want to stand out against the competition, you must engage the customer with behavior that disrupts their negativity bias.
Past Experiences Create Expectations
It was a holiday weekend in the tourist destination oman telegram data where I live. Going to a restaurant can be a challenge, especially in the days of COVID. Long wait times to be seated are expected. If you choose to go out for a meal, you choose to be patient and wait.
My friend wanted to go to a popular chain restaurant for breakfast. It wasn’t my favorite, but I knew what to expect. The food was consistent, as were their long lines. Upon arrival, the parking lot looked okay. There were plenty of parking spaces, which was a good sign. We didn’t see a line at the hostess stand, either.
We asked to be seated for two, and the hostess took us to a small table next to a dirty one that was considerably larger. I could already sense my friend’s frustration. He hates small tables, especially when there are so many empty ones.
Before the hostess could even put the menus down, my friend asked for a larger table. The hostess froze in her tracks, not prepared for the request. Then, she instantly blurted out, “You’ll have to go back to the hostess stand and wait.”
Under his breath, his immediate response to me was, “Let’s go. I don’t want to stay.” He had an emotional reaction and so did she. Neither of them had emotional control at that moment.
This article is part of a series by Gina Trimarco called Spontaneous Selling & Service. This series focuses on real sales and customer service scenarios that required off-the-script spontaneity tactics to ensure recovery, retention, and referrals. In this story, a business becomes the vendor of choice when their competitor fails to employ the same amount of emotional control in a stressful situation.
Whether your business is big or small, well known internationally or locally, your customer’s perception of how they are treated is their reality. And the bigger the business, the bigger the expectations for an excellent customer experience. If you want to stand out against the competition, you must engage the customer with behavior that disrupts their negativity bias.
Past Experiences Create Expectations
It was a holiday weekend in the tourist destination oman telegram data where I live. Going to a restaurant can be a challenge, especially in the days of COVID. Long wait times to be seated are expected. If you choose to go out for a meal, you choose to be patient and wait.
My friend wanted to go to a popular chain restaurant for breakfast. It wasn’t my favorite, but I knew what to expect. The food was consistent, as were their long lines. Upon arrival, the parking lot looked okay. There were plenty of parking spaces, which was a good sign. We didn’t see a line at the hostess stand, either.
We asked to be seated for two, and the hostess took us to a small table next to a dirty one that was considerably larger. I could already sense my friend’s frustration. He hates small tables, especially when there are so many empty ones.
Before the hostess could even put the menus down, my friend asked for a larger table. The hostess froze in her tracks, not prepared for the request. Then, she instantly blurted out, “You’ll have to go back to the hostess stand and wait.”
Under his breath, his immediate response to me was, “Let’s go. I don’t want to stay.” He had an emotional reaction and so did she. Neither of them had emotional control at that moment.