My Customer relationship has stalled. What next?
Sales professionals often approach me with a customer relationship challenge in need of a fresh perspective. Momentum has slowed, and the relationship seems stuck. The client is unsure of what to do next.
Few would dispute a healthy customer relationship exists on a foundation of trust.
Building trust is a dynamic process and highly contextual. It is not fixed nor guaranteed.
The human mind constantly calculates and recalculates its willingness to trust another based on the information it has at the time.[1]
With this in mind, I liken a healthy customer relationship to having a flow state. The pace relies on the consistency of curiosity and the discovery of new information.
How do we master its art? Through our mindset.
A mind focused on maintaining the momentum of factors within its control - effort and progress.
Motivation momentum to maintain effort
Conversation momentum to facilitate progress
Engagement momentum as a measure of success
In the customer relationship context, they collectively alchemise minds to form a trusted customer connection.
When momentum stalls, so too does the progress of the developing relationship.
Consider these five questions:
When did you last feel “stuck” in a customer relationship?
How would you describe your motivation at the time?
What was your last communication with that customer? Were you in control of the next stage of the conversation?
What did your customer engagement (not customer service) strategy look like for this customer?
Of the three above momentum types, how would you diagnose your situation? (what type of momentum stalled?)
Next step? Shoot me a return email with your diagnosis here
Diagnosing the type of stalling momentum helps us understand the antidote required to kick start progress in developing our trusted customer relationship.
Remember, when momentum flows, trust grows
It keeps us focused on what’s within our control & minimises unnecessary, self-imposed stress throughout the customer relationship building process.
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Peta x
Sales coach | Consultant
Member of Beyond Blue speakers team
Author of My Beautiful Mess - living through burnout & rediscovering me
[1] Eastwood, O. (2021) Belonging. The Ancient Code of Togetherness. United Kingdom. Hachette.