Research shows that your client's mood impacts their intention to stay loyal to you.
- International Journal of Service Industry Management, Vol. 10 No. 3
Want to improve your relationship management?
Start with your client’s mood.
Mood is also key when it comes to relationship management and client retention.
Recent studies have revolutionized our understanding of the role mood plays in this.
Here’s what that means for your business:
Emotional Contagion
- Mood is easily transmitted from one party to another, with the stronger or more dominant mood taking over.
- If the client is in a bad mood, this can derail the interaction and have a negative impact on the Relationship Manager.
- If the Relationship Manager recognizes and controls the situation with conscious intention, the opposite is true.
Emotional Labor
- When we put on a smile, but we're angry inside, our clients can feel it.
- Authenticity is key to client relationships, and if they pick up on this, they will often react unfavorably.
- Research shows that when the Client Manager’s mood is deemed inauthentic by the client, it can cause will lead to distrust and damage future loyalty.
Client Mood State
- How your client is feeling plays a major role in their decision-making process and what information they need to hear and how.
- With the right mood skills, managers can learn how to guide the mood of their clients.
Client mood is far more important to your business than
we might have thought.
Gain more control over your client relationships.
The majority of client relationships can be vastly improved via mood recognition.
Whether you’re working in the finance sector or in customer service, when you give your team the ability to recognize and guide client mood, it’s a gamechanger.
Learn Key Mood Moments
- Learn the 3 Key Mood Moments
essential
to a good meeting.
- Your client's loyalty depends on outcomes of each of these stages.
Enhance Every Interaction
- Learn the importance of that first greeting and how it affects the rest of the meeting.
Maximize Client Satisfaction
- Science shows there are 4 approaches to ensure that you leave clients feeling satisfied.
- Help your managers understand what to aim for, when to aim for it, and why.
Start with the right training.
The concept of client mood impacting client relationships in the service sector is not new. What is new is the ability to use science to manage (and improve) moods.
The best part?
Learning to recognize client moods also helps with emotional self-regulation.
On the surface, you are helping your employees learn how to identify and manage client moods. Under the radar, they are actively making themselves feel better, both mentally and physically.
Managers who can regulate their mood lead teams with higher rates of job satisfaction.
Ready to get started?
Optimize your relationships with our comprehensive suite of science-backed mood management tools and take your client care to the next level today.
Interested in having Moodally at one of your events?
We've been invited by some of the leading global organizations to share this gamechanging information with their sales & marketing teams. We'd love to help your organization add mood management as a competitive advantage.