Whenever we interact with our customers, we are having an impact on them.
The impact is rarely neutral, and usually either positive or negative. When we have a positive impact, its like making a little deposit into their emotional bank account.
Having a negative impact on a customer is like making a withdrawal from their emotional bank account.
Whether we are making a deposit or withdrawal is based on how our customer feels after interacting with you or your team.
Here’s a little story to illustrate the concept: My son and I were flying cross country and I had paid extra to get a window seat. We’re big airplane fans and we wanted to see the sights as we were flying across the country. We get to our row, and there’s actually no window! Just the bulkhead! So frustrating!
Watch the video for the rest of the story.