In our modern service-orientated economy, businesses have an increasing dilemma of how to be effective in managing customers. Many take the approach that the customer is always right no matter what, for fear that they may lose custom. This isn’t always the right approach.
Posts Tagged ‘business relationships’
If you listen to the media at the moment, we are heading for economic collapse that could potentially see the end of the euro and a number of countries – including Greece, Italy and Portugal – go bankrupt! On the other hand, if you are trying to find a 5* hotel for a weekend break in Devon or Cornwall, you’ll struggle to find a vacancy (even at the really expensive hotels in Salcombe, Padstow, Looe and alike). So what is going on and why are the media been so down beat?
It is easy to perform well when everything thing is going well and you aren’t under pressure, but how does your business function when things go wrong? A client said to me several years ago that she would hate to run a software business, because clients never appreciate it when everything works, but when it goes wrong the pressure can be enormous. I don’t entirely agree with her statement, as I think that most businesses come under the same pressure whether they are a courier, event organiser or just about anything else that is service based.
Although in principle I would say you should not let your emotions get in the way of business, to ignore their existence is equally dangerous. The main focus of this article is to discuss the issue of emotional behaviour within business relationships before, during and after a project. We used a business coach (Jeremy Marchant) for a period of around 18 months during 2006 / 2007 and he undoubtedly helped us with the business. His main focus was “emotional intelligence” and he now offers a range of training courses on the subject. One of the most important points Jeremy gave us was to make the other person more important than you. It took me a long time to apply the concept, but the benefits have made a huge difference to the way I am able to work with clients and suppliers alike. The key to this is to strive for clarity, remove potential ambiguities and put yourself in the other persons shoes.