Did You Know...

That how your clients' customers (internal or external) feel about them is actually more important than their performance? According to the Gallup organization, determining whether a customer is "satisfied" with a supplier's performance is less important than determining how emotionally "engaged" the customer may be. Evidently, loyalty is not based solely on excellence of performance. Loyalty results from strong emotional attachments to the individual, team or company performing the service. Training people in core competencies while ignoring emotional intelligence (EQ) may result in "wandering" clients, even when the service has been outstanding. As a coach, it's important to be aware of and, wherever possible, foster EQ growth. 

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