After the recent difficult sale of my condo, I have a newfound respect for real estate people. I used to think it was an easy job with high commissions. Now I’m not so sure it’s that easy. They likely deal with people at their worst. At their most stressed. And they work to get these anxious customers the ideal deal for them.
It seems with the pandemic has introduced more and more anxiety into the world. People who are usually calm are dealing with a lot of uncertainty. People are anxious. Maybe not always about the business at hand. But they are bringing it with them. So, it’s showing up in industries that typically didn’t encounter it before.
To handle it we can learn from people like my agent. Who guide their customers through one of the most anxiety inducing transactions of their lives.
I’ve heard from multiple sources that under stress people can often react in one of two ways. Either by over functioning or by under functioning. (One such source is Brené Brown. Discussed in this podcast episode from early in the pandemic.)
Understanding how customers might respond can help us engage with them better. We can respond and flex to what is happening to them. I think this is so critical to customer engagement that I made it the topic of my latest blog post.
Here’s a glimpse of what you’ll learn:
- How to recognize over functioning and under functioning in our customers
- How to respond when you recognize these behaviours so that you engage better with customers and build trust.
- Why it’s important to make this a key part of our engagement with customers
I want to share this with you because I think in this strongly believe having a deeper understanding of how our customers react to our anxious world, empowers us to engage with them better. So that we can move forward to ideal outcomes together. A change we can carry past the pandemic.
>>> Get curious and head over here to read the post.
Here’s to better understanding and responding to your customers!
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