Is there an economic value to courtesy?
The answer might come as a surprise to many sales professionals.
In business, there is often talk of strategy, pricing and negotiation. There is far less talk of manners, active listening and interpersonal grace.
Yet these factors have a direct impact on the customer’s perception.
- Greater trust
- Better retention
- Longer-lasting relationships
- Fewer conflicts
Companies that manage to turn the quality of their customer relationships into a competitive advantage build something that is difficult to replicate.
Because products and services can be copied.
The quality of the relationships, far less so.
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