EQ (Emotional Quotient) at the Front Lines

Author: Dave Crisp

17 May

McKinsey Quarterly’s (www.McKinseyQuarterly.com) latest edition provides research proof that there is substantial value in having employees actually solve customer problems and focus on their needs rather than depend on telemarketing and other hard sell approaches. I know it will startle you to learn that working at keeping employees actually in the mood and trained to help customers provides better returns in terms of people buying more.

Well, it must surprise you surely since one of the most prestigious business consulting organizations worldwide feels it is a great topic to research and publish. They say the solution is train EQ at the front lines.

What’s wrong with us, people? Why is this news? Why do we need to have them distil four keys: keep people motivated, provide meaning and purpose (genuinely helping those gosh-darn customer-type human beings) and provide leaders who model these approaches and coach their teams to do it better?

Only one answer: because so few organizations and leaders do this properly and effectively. Is it really so hard?

Oh, just checked my email. International consulting giant RHR (www.RHRinternational.com) will shortly host a webinar: Engaged Employees Can Make Difference. And so it goes. Clearly this is a message we all want to hear. Why? Who’s not listening?

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