Is Your Business Empathetic Enough?

• DateSeptember 17, 2020
• AuthorLeah Swearingen
• Categories
  • Featured

On a scale of 1-10, how empathetic are you in business? If you rank five or below (especially in these troubled times), read on.

Empathy is a soft skill not always associated with business.  After all, a company’s priorities should focus on profitability, results, growth and sustainability. Right?

That was the pre-COVID mindset. This extended pandemic has changed everything. Just about everyone you encounter is suffering in some way. That’s why you and your business should ramp up the empathy quotient.

Emotions are always in play in business-to-business interactions. You trust somebody, or you don’t. You’re afraid of making a bad choice. You want to look good in front of your peers and your boss. And on and on.

In normal times, some of the emotions present in B2B interactions are:

• Achievement
• Career advancement
• Confidence
• Pride
• Assurance
• Certainty
• Relatedness

During COVID, these emotions have been amplified:

• Fear
• Uncertainty
• Risk
• Safety and security
• Reassurance

You can bet that your clients and colleagues are among the walking wounded. Even the stoics who don’t let on.  What can you do?

First, ask yourself, “What do they need?” Determine from the list above what they are dealing with most: fear, risk, uncertainty? Then speak to it in the most appropriate way possible.

Second, make sure they feel heard by you.

Third, establish clean lines of communication to your door, and keep them simple.

I confess, having been raised to be a “tough” Texan, I’ve needed to up my empathy quotient. My old “Suck it up, buttercup,” mantra was ringing hollow. Worse, it was becoming tone deaf and harsh. 

Right now, the world needs more empathy than ever. As you continue to steer your business responsibly through these rocky times, be sure to communicate your care and concern for those you encounter along the way.