Empathy as a Business Super Power
In the early days after my 2nd baby was born, the last thing I wanted to do was try to shop for clothes. I was exhausted and I had no idea what might fit anymore. It was in that overdone, overwhelmed state of mind when I encountered a remarkable sales clerk, a woman in her 50s, who turned my dreaded shopping experience into something unexpectedly positive.
When you’re a customer, it's not often you encounter someone who genuinely understands and cares about your needs. This complete stranger recognized my vulnerable situation and empathized with me from the start. She saw my apprehension about trying on new clothes, and her measured but encouraging approach made all the difference.
What struck me most about this sales clerk was her no-nonsense approach. She offered honest feedback and encouragement, never sugarcoating the truth but never being rude. In business, this trait is invaluable. Being transparent and straightforward with your employees and clients builds trust and credibility. It shows that you respect them enough to be upfront, even when the truth might be uncomfortable. Having the sensitivity to deliver that feedback respectfully means that it’s well received and kind.
She remained unfazed by the challenge I presented her, drawing on her years of experience as a feeling human to balance practicality and gentleness. In business, leaders should embrace and leverage the wisdom that comes with age. It often brings calm and resilience in the face of challenges, much like this sales clerk demonstrated.
The ultimate lesson from this remarkable woman was her ability to turn my dread into confidence. She didn't just assist me in finding clothes; she saw a problem and found a solution that left me feeling happy and confident. In business, leaders should approach challenges as opportunities for transformation beyond just the task at hand. She didn’t just sell me clothing. She built me up. Even seemingly daunting situations can be turned around with the right attitude and approach.
I still think about that shopping experience 8 years later. She was one of the best examples of empathetic customer service I’ve ever experienced. By applying these lessons from a woman whom I provided an excellent commission for, business leaders can create memorable experiences for their customers, just as that remarkable sales rep did for me during a vulnerable moment in my life.
So, the next time you find yourself in a challenging business situation, remember the lessons from that kind stranger who made a difference when it mattered most. Embrace empathy, be transparent, leverage your experience, and approach problems with an open mindset. You might just turn a dreaded situation into a success story.