Continuing from last week on the subject of emotional intelligence. Taken from an article by Lindsay Kolowich on the Hubspot blog, we are now going to look at the four categories of emotional intelligence in the model created by Drs Goleman and Boyatzis. The four categories are: Self Awareness, Self Management, Social Awareness and Relationship Management.
Self Awareness
What are your feelings and emotions, strengths and weaknesses and do you understand what drives them? Additionally make a list of and then assess your values and goals and where you want to go in life. The third part is confidence, understanding what makes you tick, your strengths and limitation, think about what you are good at and where you can use some work to improve.
Self Management
Manage your bad moods and impulses (we all have them). You may find a customer irritating but that doesn’t mean you have to let him/her know. Instead make them feel important. Define goals for each interaction, before you start talking to a customer, what is it you want to achieve? Keep a positive outlook and if something does go wrong, don’t let it eat at you.
Social Awareness
Take notice of what others may be feeling, look for clues as to their concerns and acknowledge them. Be service oriented, listening is much harder than talking, so remember to pay attention and try not to interrupt too much.
Listen to your customers so you understand what they are looking for.
Relationship Management
Create an experience for your customers by being articulate and clear. Give them persuasive reasons to purchase and let them know you care in simple ways. For example, you may have heard the same joke hundreds of times but laugh anyway, it doesn’t cost anything and it might very well sell something. Help build your customers’ knowledge of your products, especially through stories.
It’s always important to know the facts and to have the knowledge your customers needs, but when you have emotional intelligence as well you are more likely to retain them as customers for longer.
A tip of the glass from me to you
E Column
by Elizabeth “E” Slater, In Short Direct Marketing
A recognized expert in the fields of direct marketing and sales in the wine marketplace. Slater has taught more wineries and winery associations how to create and improve the effectiveness of their direct marketing programs and to make the most of each customer’s potential than anyone in the wine industry today.
