Many companies thrive by serving to folks take care of tasks that really feel like they’ve excessive stakes. A child’s first haircut, the offsite storage of information backup, an upcoming household reunion, a medical process or the inscription on a sentimental piece of knickknack or watch.
However, if the inevitable glitch or failure arises, we’re inclined to remind the shopper that within the scheme of issues, it’s not such an enormous deal.
After all it’s. You reminded them of that time and again while you had been making the sale.
When issues don’t work, it’s not useful to attempt to decrease the affect. Actually, you’re way more prone to make progress for those who remind the shopper simply how a lot it mattered to you to get it proper, and the way you’re feeling about letting them down.
Empathy is a primary step towards connection.