It's said that emotion has no place in business. It's not personal.
Yet, emotions influence decision-making and the ability to trust. Building an emotional connection is a key aspect in building a long-term relationship.
However, most people are not trained in how to deal with anger, frustration, disappointment, and a host of other emotions that happen as a result of client-agency interactions. When a client expresses his emotions due to a mistake from the agency or a miscommunication, people struggle with figuring out the right thing to say or the right way to handle the ... Read More