More so than ever before the need for genunine empathic led conversations is required with our customers and relationships. We have designed a simple framework and workshop for consistantly preparing and excuting these complex conversations.
“Those organisations that invest in growing customer relationships now are
the ones who will thrive when the recovery comes”
The What and Why of Creating headspace.
If customers don't feel safe with us, they will not give our ideas any headspace. We need to understand the language that ramps up safety for the Emotional Decision Maker (and therefore enables headspace), and the language that shuts it down.
The What and Why of Safely Inviting 'Undiscussables':
Emotional 'undiscussables', i.e. the fears, uncertainties and doubts customers have about the consequences of making a wrong decision, are critical in driving decisions. Yet, they often don't get discussed - partly because customers feel vulnerable talking about perceived personal risks, and partly because we dont' know how to approach the subject ourselves. We need the "counter intuitive" skills that enable conversations about perceived risks to safely progress.
Building Bridges from Rational to Emotional:
Once the fears, uncertainties and doubts about perceived risks are on the table, we want to appropriately build bridges from emotional analysis to rational analysis. Well-positioned thinking-process questions are needed to enable this critical step in the conversation.
Aligning Potential Action to Values:
If action, even future action, is being considered by customers, we need the skills of building on the customers vision in a way that feels supportive and motivating to them - not pressured. Yet if we do what comes naturally, most of us will slip into applying too much pressure - and undo all the great work done so far.
Aligning Potential Action to Values:
If action, even future action, is being considered by customers, we need the skills of building on the customers vision in a way that feels supportive and motivating to them - not pressured. Yet if we do what comes naturally, most of us will slip into applying too much pressure - and undo all the great work done so far.