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The Principles of Emotional Intelligence•Clients place as much emphasis on “likability” as they do on ability.- Relationships are dynamic in nature and are in a constant state of
contraction or expansion.
•We must remain vigilant regarding the balances in our clients’ emo-
tional bank accounts. - Some relational errors lead to irreparable emotional distancing.
Far too often in a selling situation, a tug-of-war develops between the
rational and feeling sides of the brain. One side asks, “Does this make sense?”
while the other side asks, “Does this feel right?” Ninety-nine percent of the
time, the feeling side wins over the rational side, and if the deal doesn’t feel
right, it is usually the seller’s fault.
Let me tell you about the easiest consulting assignment I have ever ex-
perienced. I was approached by a firm I will call XYZ Solutions. This was a
company that had positioned itself pretty well in its industry. They seemed
to have it all—the longest track record, high-quality products and services,
an admirable service record, and representatives who were informed and
accomplished. The question they wanted answered was this: “Why they were
THE “LIKABILITY”
QUOTIENT
“The most important single ingredient in the formula
of success is knowing how to get along with people.”
—TEDDY ROOSEVELT“Friendships are fragile things and require as much care
in handling as any other fragile and precious thing.”
—RANDOLPH S. BOURNE