Positive Attitude: Is It Priority 1 for Your Customer Engagement?

The two most powerful things in existence: are a kind word and a thoughtful gesture. A powerful quote from Ken Langone, isn’t it? The value of a positive attitude toward customer engagement and relationship building? Priceless.

Check out our thoughts on customer focus.

Related post: Complaint Management … Tips for Small Business Success

You perhaps have heard this timeworn story illustrating the difference between positive thinking and negative thinking: Many years ago two salesmen were sent by a British shoe manufacturer to Africa to investigate and report back on market potential.

The first salesperson said back, “There is no potential here — nobody wears shoes.”The second salesperson said back, “There is massive potential here — nobody wears shoes.”

This simple short story provides one of the best examples of how a single situation may be viewed in two entirely different ways — negatively or positively. We could explain this also by seeing a situation’s problems and disadvantages, instead of its opportunities and benefits.

When telling this story, its impact is increased by using the same form of words (e.g., “nobody wears shoes”) in each salesperson’s report. This emphasizes that two entirely different…