Ego, Attitude, Emotions and How They Destroy Careers.
Uncover the hidden impact of ego, attitude, and emotions on your career trajectory.
Every interaction is a dance of emotions – lead gracefully, follow keenly.
Ego & Attitude Are 98% of What We Say & Do.
You can know your product better than your own phone number, but if your ego and attitude align elsewhere, good luck maintaining control of the sale.
Ego and attitude can be both positive and negative. Positive ego includes confidence and self-awareness, while negative ego can lead to arrogance. A positive attitude often contributes to optimism, while a negative attitude may result in pessimism or closed-mindedness.
An Ego & Attitude Self-Checker.
For each scenario, act as a manager to your own brain, judge yourself on what came first to your mind, not what you think is the correct answer. In another way, judge your thoughts as a manager in the first 2 seconds after reading each scenario.
Keep in mind you’re trying to ‘identify’ how you initially respond to each situation. This is about Self-Discovery, not right or wrong. Write down your answer for each one, then analyze and discover how much your ego & attitude come into play.
What’s the very first thing you think, say, or do in:
To deepen your self-discovery journey, examine your reactions at the beginning of each customer interaction. Pay attention to whether you respond with negativity or positivity and explore the reasons behind these reactions.
Retail:
Customer walks in with ripped up sweat pants, a hoodie, shoes possibly made 20 years ago, and says they want to see “the biggest diamond ring in your display”.
Ecommerce | SAAS:
”I want to buy this product, but only if you have a discount code?”
B2B:
”I’m with So&So Company. A friend over at Do&Do Company says you gave him a good deal on your premium package. I want the same offer or I’ll go to your competitor.”
How to identify our Ego & Attitude.
Pay attention to your actions and thoughts with each customer and colleague. You’ll soon start to notice what you do consistently (positive & negative). As you pinpoint aspects of yourself that may need improvement, engage in critical thinking by asking insightful questions to analyze and understand them better.
Example questions to ask ourselves:
Are there specific behaviors or thoughts that I consistently exhibit with customers?
Do I notice any patterns in how I approach different interactions?
Can I pinpoint moments where negative or questionable thoughts arise, and what triggers these responses?
In what ways could I adjust my approach to create a more positive/friendly customer experience?
How do I navigate instances where I recognize potential negative aspects in my interactions with customers?
Struggle with self identification? Ask professionally.
Here’s some questions we can ask our leaders and people around us:
In your observation of my interactions, have you noticed any consistent patterns or tendencies in my behavior with customers?
Are there specific triggers or scenarios that seem to influence my reactions or responses with customers?
Based on your observations, are there areas where I might be overlooking potential improvements in my customer interactions?
Are there cues or signals from customers that you've noticed, indicating potential areas for adjustment in my approach?
In your role as a trainer or leader, what recommendations or strategies do you suggest for enhancing my overall effectiveness in customer interactions?
Identifying the Positive Ego within us.
By understanding how our ego influences interactions, we can adapt, listen genuinely, and provide tailored solutions. This self-awareness prevents potential pitfalls, growing a collaborative and open sales environment, ultimately leading to more successful and satisfying customer relationships.
Identifying the Positive Attitude within us.
A positive mindset not only enhances our resilience in the face of challenges but also attracts customers. Additionally, maintaining optimism helps navigate rejection and setbacks with grace, creating a more resilient and motivated sales approach. In essence, a positive attitude is not just a personal trait; it's a powerful tool that contributes to customer satisfaction and overall success in the sales arena.
Happiness, anger, sadness are all skills, not driven by external factors. And with any skill, they must be trained to become habit.
Emotional Selling.
How do you balance the importance of the product and the personal connection in influencing/persuading customers to make a purchase?
If you would like to share, post your response in the comments.
Balancing the product's importance with a personal connection is key to persuading customers. Emotional selling can be effective, creating a resonant connection. Yet, it's vital to gauge customer receptiveness, ensuring a pitch that strikes the right balance between emotional appeal and practical benefits.
Being genuinely interested in the customer’s needs and showing that you care about more than just making a sale can make a big difference.
Self-Awareness.
It's recognizing the subtle emotional undertones in your voice/words, the unspoken narratives behind your gestures, and aligning these with the customer’s needs and feelings. Understanding your own emotional triggers and responses allows you to control and direct your emotions during interactions. This doesn't mean being disingenuous, but rather being mindful about how your emotional state influences your communication and approach.
Emotional Intelligence.
If you can’t read the room, you’re already behind. Being attuned to the customer’s emotional state and adjusting your approach accordingly. If a customer seems hesitant, a reassuring and empathetic tone can build trust. If they're enthusiastic, mirroring that excitement can reinforce their positive feelings towards the product.
Excuses for Emotional Imbalances:
”Depends on my day.”
”Just not feeling it today.”
”They weren’t buying anyways.”
”I’m dealing with personal issues that are effecting my focus on sales.”
”The tools available are impacting my solutions.”
”The training is ineffective.”
”The pricing strategy is hard to sell.”
Excuses are just that, decisions made without critical thinking.
Do we have days where we aren’t feeling it and are we allowed to have excuses? Hell fcking yes we can. Just don’t make it a habit, and don’t set a tone doing it.
Managing Our Emotions.
Emotions are with us everywhere, not just in the workplace. By honing our emotional skills at work, we can also enhance our personal lives. To truly grasp and manage our emotions, consider consulting professionals in therapy, who can offer in-depth learning and guidance.
Breathing exercises are a powerful tool for achieving a positive mindset, essential for engaging with customers, colleagues, and family alike. I particularly favor one quick and discreet technique, it only takes a few seconds and can be done without anyone noticing.