The power of an emotional connection
Recently I had one of those big a-haaaaaaaa moments while reading Emotions Are the Key to Sales Success, an article by Larry Pinci and Phil Glosserman.
They outline “The 3 Feelings that Motivate People to Do Business … the three feelings, universal to the human experience, that people need in order to feel motivated to do business with someone.” They are:
1. Trust. People feel they can depend on you—that you mean what you say and you’ll do what you say.
2. Confidence. They feel you have the goods, the know-how, the competence, and the expertise to meet their needs.
3. The feeling of being taken care of. They feel you have their interests at heart and that you’ll take care of them throughout the transaction and beyond if necessary.
The real a-haaaaaaaa moment occurred when I thought about some recent comments made by customers about their experiences with the folks here at New Pig. Here are a couple examples:
I deal with many vendors but never get the kind of service from any other company that I get from New Pig … Every time I call, I feel like there is a friend on the other end of the phone.
and this one…
I would come to New Pig to purchase even if it cost me a little more just because of the service rep and how she treats me. I may not be a big account with New Pig, but she treats me like I am.
In both of these examples, an emotional bond has been established which in turn leads to sales and more importantly to customer satisfaction. We truly love our customers, and it is genuine and shows. It isn’t just lip service but the real emotional bond that customers value and respond to.
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November 12th, 2008 at 5:52 pm
Me again – why did the font for the last paragraph change? Also, I think we should make it a “house rule” to include the article name. I thought Kitty’s article was continued on the “To read the entire article, click here.” because it was generic and so close to the last paragraph. May I suggest a little more space and something like: “Click here to read the entire Essential Sales Tips article.” and the entire thing would be a link. My 2 cents! T
November 13th, 2008 at 9:07 am
I don’t see a font change within the post. ??
Good point about leaving the impression that the post continued.
New protocol entered: Article link uses title of article.
November 13th, 2008 at 1:54 pm
Great point, Kitty… I think we are on the same wavelength with our people-connection posts!