“Most importantly, focus on empathy rather than trying to create sales opportunities.”
– The Management Tip of The Day, from the Harvard Business Review, March 29, 2020
When it comes to secular sources, the work and writings of Seth Godin, and the Harvard Business Review are two I can’t imagine sacrificing.
This is one example of why. Ours is an opportunistic world and a capitalistic society. There is a booming snake-oil market here for the ethically challenged.
Challenging times will bring out the worst in many people. What the HBR article is pointing out, importantly, is that challenging times also provide the same opportunity to bring out the best in us.
Here’s a small sampling of questions to ask clients and prospects during these unprecedented times:
“What does this mean for your business? For your family?”
“Which of your peers, friends in business have had the best ideas? What have you tried that seemed to resonate best with your employees and customers?”
“Have your customers been supportive? How are you choosing to communicate with them? What stories are you hearing from them?”
“How can I help?”
On that last case, it’s not “How can I help? Would you like to buy…..?” It’s “How can I help?” Full stop. Period. End of sentence. (Technically, yes, I know it’s a question mark — you’re killin’ me Smalls!”)
The coolest thing about this approach? It works in good times, too. Of course, we get paid to create sales opportunities. But when they’re driven by an understanding of what problem the buyer might want or need to solve, it’s a much more satisfying career!
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