“Understanding more of why clients feel the way they do is important. I try to discover what their emotions are and why they are hesitant to make the right decision…once I do this, I'm able to help them realize how the right decisions are connected to their own priorities and goals.”
This can reveal exactly where a client is in the decision-making process. Often, knowing the way a client feels can help a professional do a better job of responding with thoughtful guidance.
The need for a member to interact with a professional is often triggered by a specific life event. So it’s understandable that members may be emotional when navigating these experiences. An unexpected or troubling life event may create a sense of loss, confusion or feeling overwhelmed. A celebratory life event might spark joy and optimism. These emotional responses can deeply influence how members perceive each interaction.
90% of the choices a consumer makes are based on emotion. Emotions heavily influence satisfaction, loyalty and retention.
