I think it’s absolutely and undeniably astonishing that small businesses in Bahrain have grown at a crazy pace the last couple of years. But it’s not enough for a business to have a store (physical or online aka Instagram) and products or services. The manner in which the business’s personnel behave is as equally important as a flashy brand or unique product.
I have heard (and even witnessed) many instances when customers lose interest because of the business owner’s snappy responses and snarky attitude. It’s great to have passion and be emotionally attached to your business. But realize that there is a line that exists between emotionally attached and emotional. Realize it and recognize it, then steer clear from it.
Being emotional is not only unprofessional, but it is a complete put off to customers that really matter.
Allow me to elaborate. Customer browses through a new business’s Instagram profile. Likes what she sees. Contacts business. She’s in a hurry and wants her order at a specific time Business is late delivering order and customer says, “Too late – not interested.” What happens? The emotional businesswomen posts public responses to the customer saying that she wasted her time and money and then proceeds with blocking her off her profile. True story.
What went wrong? Everything from the moment the order was late. Emotional business owners believe that customers need them, and therefore, apologies are as rare as snow in Bahrain. The mentality of “So what if I lose 1 customer? I have many others – see I have 15k followers”. What else went wrong? The emotional counterattack.
Rule #1 of having a business: “The customer is always right”. The most successful businesses abroad, and I mean, small stores that metamorphosed into franchises have several things in common. But what tops the list is customer service.
Emotions can easily be linked to the way a business is run. In fact, Dr. Rao from Emotional Business Success has a simple statement: “Business performance is actually dependent on the healthy emotions of leaders, staff, and customers.”
Being emotional is good – it means you are passionate and serious about your business. However, being emotional, sensitive, callous or cocky, are not the right traits of a business owner.
Emotions provide connections, with your staff, your customers, and your market. They motivate people to listen to you and to buy from you and add that ‘spark’ that can be unique to you. Ultimately, emotions inspire loyalty. But one must bear in mind that positive emotions are what build businesses and not overly emotional behavior. There is a distinct difference between the two and as a business owner, you must answer the question whether emotions serve your business or not.
