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What should you do when you’re dreading your next call with a customer or potential customer?

No, nervously reviewing their LinkedIn profile in incognito mode is not the answer we're looking for. Before you make that call, ask yourself: what is causing my dread? What is motivating them to act the way they act? How can I help them with that, or in spite of that? Think about how your own behavior may come across to them. Now, meet your customer or your potential customer more than halfway in your next interaction.

Why do this?

This reflection is part of your effort to consider the needs and feelings of others in your interactions with them. Different people prefer different styles of communication, and it is important to consider the match between your preferred style and theirs.

Your ability to relate to other people, and communicate effectively with them, will improve your relationships. Chances are, if you are dreading the call, so are they, and if you are not purposeful about changing your approach, you’ll lose this customer.

What's next?

Monitor the impact this exercise has on your interactions with this client. Any time you feel that dread coming on, you can repeat the exercise. For now, select another difficult customer or potential customer and repeat this exercise, considering their point of view.

What should you do when you’re dreading your next call with a customer or potential customer?

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What should you do when you’re dreading your next call with a customer or potential customer?

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