Conversations with Clare : Do your team understand the full impact of their mood and emotions?

Want to improve your staff’s morale and ability to deliver a great customer experience? Talk to Clare Yates! She has over 25 years’ experience in the property industry and is more than happy to share what she knows to help you get the best out of your business. 

Here, she explains how your team may unknowingly be upsetting customers and each other – and compromising the customer experience. 

I previously spoke about how your customers can bring their own experiences, mood and emotions to the telephone conversation. The same can apply to your team. 

What happens to everyone’s mood if there are roadworks in the local area that delay your team’s journey to work? Or if a storm or a power cut limits access to hot water and a morning shower? 

If your team are in a low mood due their recent personal experiences, it is important that they don’t let this have an impact on their colleagues and any customers they speak to.  

Take a step back…

Can you think of an occasion where a member of your team has acted out of character and been noticeably grumpy with you or a customer? How did you handle the situation? Did your team member even notice their behaviour had changed?

If you took 5 minutes to speak to your team about how their mood and personal situation can affect their working relationships, would they be more likely to step outside or make a cup of tea before they let their mood affect others – and possibly impact on business relationships and paying customers?

With thanks to Clare Yates, Senior Business Development Manager at tmgroup. 

Got a question? Connect with Clare on LinkedIn.

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