And, it's estimated that as many as 90% of customers who perceive themselves as having been wronged never complain – they just take their business elsewhere. So, angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition.
The challenge facing many sales managers and business owners is the transfer of selling skills that made them a top sales producer to their sales team. When you take on the role of a sales manager, it's no longer about what you can produce; it's about what you can get others to produce.
Emotional intelligence is the ability to perceive one's emotions, understand why the emotion is felt, and adjust actions to achieve better outcomes. Here is the business case for "return on emotions":
But I have found that too many companies are focusing so much of their time on managing their cash flow, that they have stopped placing their focus where it really needs to be – growing the top line. In fact, generating leads and converting them to sales is the main goal of the Entrepreneur.