The Empathetic Entrepreneur
Empathy is a form of emotional intelligence. It refers to the ability to identify, interpret, and relate to another individual’s feelings, and is a quality of higher intellect and crucial life skill we all must acquire. It is one that enables us to build and nurture lifelong relationships. Most notably, it paves the way for a better world.
When this attribute is applied to organizational structures and dealings, the possibilities are endless. There aren’t enough materials or conversations out there regarding this even though it is vital in all dealings related to human elements. This is especially true for the floral industry, which is based on catering to human emotions.
How else may we stay united and drive one another toward achieving common organizational goals?
Empathy enables you to put yourself in someone else’s shoes and think from their perspective. The bonds that we form in our lives are more resilient when based on mutual understanding and respect.
Where there is a bond, there is trust – this goes a long way toward creating and preserving relations with all stakeholders, whether they be clients, prospects, employees, governmental agencies, local communities, or society at large.
The 2016 Empathy Index, a report published by a British consulting firm, revealed that the best-performing companies are those that are the most empathetic. It is only with this skill that companies can effectively cater to the complex needs of their business environment.
Product Development and Marketing
When you understand your customers, you can identify their needs and cater to them effectively. Trained staff can anticipate the gap between customers’ wants and the company’s understanding of these wants. They can then seek to fill this void by reaching out to these customers and gaining their valuable insight.
If we play our cards right, problems can evolve into innovative solutions. This knowledge can also allow companies to better communicate their offerings to the masses.
Customers observing companies making an effort to address their needs results in more sales and revenue. This isn’t all – not only do customers come back for more, but they may even bring a friend or two. The best and most inexpensive form of marketing is thus accomplished.
Sales and Development
In this era, selling no longer refers to delivering pre-defined scripts and pushing sales onto customers. Instead, salespeople should consider replacing the idea of “selling” with “helping” since that is what they are meant to do.
Sales prospects aren’t your subjects – they are humans with emotions. Instead of selling whatever medicine we are producing, we must diagnose them and provide a suitable antidote to their worldly needs.
Stop pushing targets and start conversing and understanding. We need to serve customers’ interests instead of our agenda – one can leverage empathy maps to engage in meaningful conversation.
One needs to be especially tactful while working in customer service – imagine an irate customer falling into the lap of an ill-equipped employee and what would follow. Objection handling is crucial for client satisfaction as selling the product is just the beginning of the process. The after-sales service must be strong in order to secure a client’s loyalty and foster good brand value.
A well-equipped company knows the power of empathy in addressing customer grievances. By delicately handling the issues faced by customers, one may convert misgivings into a deeper level of trust, and in turn, strengthen the organization.
Employee Welfare and Retention
As we have mentioned before, it is an organization’s imperative to prioritize taking care of their employees. In turn, employees will take care of clients and thus attain the company’s objectives. Additionally, various studies show that employees don’t quit their companies – they quit a toxic work environment and the company’s inability to remedy it.
Companies that foster honorable values in their work cultures have higher employee morale and engagement rates. In simpler terms, this keeps the employees happy and satisfied with their jobs. Happy employees don’t quit their jobs – in fact, they operate at a higher productivity level and contribute to innovation and ideation.
When dealt with a watchful hand, empathy can expand your organization’s horizons. It can give you a competitive edge in the market and create a strong foundation to rely on for eternities to come.
What are your thoughts on this? Let us know in the comments below!