25. The Power of Emotional Intelligence with Sandra Thompson, Customer and Employee Experience Educator
33m
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Frontline Magic Podcast
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The BIG idea:
Emotional intelligence is a must-have skill for successful managers. Sandra talked both about what it is and why businesses who focus on it experience increased revenues and greater staff engagement, ultimately becoming industry leaders.
Let’s dive in:
You know the story well. A florist working late; a panicked call by a customer desperate for a bouquet to mark the occasion he’d accidentally forgotten about. In this particular instance, Sandra relates how the florist reassured the man that he wasn’t the only one who had rung up in a panic that day. She then presented a few clever options, including ringing around for a late-night delivery; delivering the next day; or even (if he needed her to) calling his partner and apologizing for forgetting to deliver the bouquet as ordered. After agreeing on next-day delivery, she went a step further and offered to make a note of all future special occasions for automatic floral delivery - taking care of any future relationship mishaps in one fell swoop.
She went the ‘extra mile’ - based on what’s known as emotional intelligence.
The episode 25. The Power of Emotional Intelligence with Sandra Thompson, Customer and Employee Experience Educator from the podcast Frontline Magic Podcast has a duration of
33:43. It was first published
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