I have the impression that, at last, two realities that have not been known to see or that have been tried to avoid, given their demand for profound change, have permeated among business professionals. The first is the conviction that loyalty is essential to be able to be in the market with a certain creditworthiness. The second is the conviction that it is a pending subject.
I am pleased to see that there is an awareness that despite being at the highest level of quality ever achieved in the products manufactured, in the services provided and in the assistance offered, that despite the fact that in life there have been more People on the street like now, and despite the fact that point programs, loyalty cards and CRM are a reality, the company is finding it more difficult than ever to retain customers. Fortunately, this dramatic phase of 'not being aware of what is not known' is being overcome, which is irremediably the first step to failure.
The result of this introspection is that we are at the moment when the person's transcendence is being spoken of with greater profusion and belief. The only thing missing is that these grandiose statements, proclaiming that the client and the professional of the supplier company are the best asset, become a reality in practice, because, today, the truth is that the concern to know that client in depth It is practically non-existent and the investment in training the professional in knowing how to relate to said client is also practically nil.
Although an important step has been raised in consciousness, we are still in the stage of irreproachable affirmations and the seduction of methodologies. We believe that rational deduction is sufficient to produce change and it is not.
It is not just about reason, but the heart also intervenes. Loyalty comes through a relationship of trust and trust is felt, not rationalized.
Reaching confidence in a provider means that its professionals have emotionally connected with us, which implies that, in addition to having high knowledge, proven experience and important skills, they are emotionally developed, since only from there can the alluded emotional connection.
We are, therefore, facing the most revolutionary change in the business world in its entire history. If until now, the professional had to adapt to all the changes that the company introduced, today everything has to be adapted to the professional, because he is the change.
The immediate and logical question that arises is, and what is it to develop emotionally? Obviously, it is entering a fantastic world, since in everything we do our emotions are present, but this is neither the place nor the occasion. The only thing I intend is, on the one hand, to present the most important conclusion that I have come to after ten years of research and, on the other, to draw attention to something we tend to ignore: the emotions.
Emotional Intelligence is absolutely present in our attitudes and depending on what our level of development is, this will be our chances of success. If it were true that the emotional was not present, it is difficult to explain why professionals with a high IQ occupy mediocre positions, while others, with a much lower one, are at the top. To disdain the emotional coefficient, today, is to have your back to the reality on which the business is based: loyalty.
I do not want to finish, without exposing, before, what is the internal process that must take place in every person in order to create a solid relationship with another, in order to provoke a certain embarrassment:
A solid relationship is only created if the relationship has been properly managed. You only know how to properly manage the relationship, if there is empathy. There is only empathy, if there is motivation. There is only motivation, if there is control of emotions. And there is only control of emotions, if they are recognized.
As a good friend said, "quiet, it is said."
