{"id":21555,"date":"2024-03-25T11:00:00","date_gmt":"2024-03-25T10:00:00","guid":{"rendered":"https:\/\/diariodiunconsulente.it\/?p=21555"},"modified":"2024-03-26T12:48:41","modified_gmt":"2024-03-26T11:48:41","slug":"how-to-approach-our-customers","status":"publish","type":"post","link":"https:\/\/diariodiunconsulente.it\/en\/2024\/03\/25\/how-to-approach-our-customers\/","title":{"rendered":"From reactive to proactive: how to approach our customers (and our life)"},"content":{"rendered":"

by\u00a0Alice Alessandri<\/span><\/a>\u00a0and\u00a0Alberto Aleo<\/span><\/a><\/span><\/p>\n

\n

You never get a second chance to make a first impression.<\/span>
\n<\/i><\/span>Oscar Wilde
\n<\/i><\/span><\/p>\n

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What\u2019s the best attitude to have with your customers<\/b> to immediately ensure a positive first impression<\/b> and maintain a good and long-lasting relationship<\/b><\/span><\/a>? We believe it all comes down to proactive behaviour<\/b>, as opposed to reactive behaviour<\/span>.\u00a0 <\/span>When \u201cproactive\u201d<\/b> is mentioned, many usually think about an overzealous salesperson, who might end up being too intrusive<\/b>. This is definitely not what we want to achieve when talking about being proactive, which is a much broader and more profound concept than simply acting in advance, leading to false assumptions on events and requests from customers. So, let\u2019s try to understand more and delve deeper into this vital concept.<\/span><\/p>\n

\"rapporto
Photo charles deluvio on UnSplash<\/figcaption><\/figure>\n

From pre-active to pro-active<\/span><\/h2>\n

To fully understand proactivity, it\u2019s best to start off from its opposite: reactivity<\/b>. We behave reactively when we wait for an external prompt that induces an action<\/b>, especially when the output of our reaction is directed outwards<\/b><\/span>. Here\u2019s an example that can clarify this. If you have a conflict<\/b> with a colleague and you don\u2019t resolve it until it escalates, you are being reactive, but if you approach the issue by casting all the blame on your colleague, expecting them to do something about it, you\u2019re still being reactive.<\/span><\/p>\n

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\n

Proactivity isn\u2019t only related to <\/i>time factors<\/i><\/b> (otherwise, we would be talking about PRE-active behaviour, meaning to act in advance), but it\u2019s also and especially related to the <\/i>interior approach <\/i><\/b>we make use of when facing life and the <\/i>DIRECTION<\/i><\/b> of our actions.<\/i><\/span><\/p>\n<\/blockquote>\n

\n

Proactive people always start with themselves<\/b>, they don\u2019t presume to change others or the way they live, and even if they did, it would never be their first reaction<\/b>.\u00a0<\/span><\/span><\/p>\n

Anticipating and proactivity<\/span><\/h2>\n

At this point you can see that anticipating and proactivity aren\u2019t synonyms<\/b><\/span>. At times, if your sensitivity <\/b>and your listening <\/b>and observation <\/b>skills prompt you to do so, you can anticipate your customer\u2019s moves, but as we\u2019ve mentioned at the beginning of the article, it\u2019s not always the right thing to do. A proactive salesperson is characterized by an open, mindful, and responsible attitude<\/b>. In practice, this means they are always available for others, without coming up with excuses or saying things like \u201cthat\u2019s not my job\u201d, even when receiving strange requests or complaints. Reactive people blame others or delegate responsibilities to others, while proactive people act <\/b>by accepting duties, taking credit for their actions, and looking for solutions<\/b>.<\/span><\/p>\n

Speak well, think well, live well<\/span><\/h2>\n

This quote comes from the film \u201cPalombella rossa\u201d by Nanni Moretti<\/a>, and it reminds us that our words<\/a> reflect our thoughts, which in turn determine our actions and, consequently, our life. At least once in our lives, each of us has found themselves practicing the art of regretting<\/b><\/span> and of recriminating with thoughts such as, \u201cif he had done this or that\u201d, \u201cif the time were ripe\u201d, or \u201cif I lived in a different country\u201d.<\/span><\/p>\n

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Trying to relieve ourselves from the burden of things we don\u2019t like is a natural human instinct, but we need to be aware that continuously telling ourselves these things has unwanted consequences.<\/i><\/span><\/p>\n<\/blockquote>\n

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In fact, it results in apathy<\/b> and in the loss of your sense of responsibility<\/b><\/span>, which are two very dangerous attitudes for our life and for society as a whole because that\u2019s where populism, hate <\/b>and other forms of civil disintegration <\/b>stem from. Try to expand your mind <\/b>by <\/b>introducing sentences that have you as an active subject, not others. Try to make this question a daily mantra: \u201cWhat can I do about it?\u201d<\/b>.<\/span><\/p>\n

\"rapporto
Photo lyndsey marie on Unsplash<\/figcaption><\/figure>\n

Some time ago, we wrote an article about responsibilities<\/b>m<\/strong><\/a>, explaining how they unleash our trouble-shooting skills<\/b>. Every time we allow ourselves to act, we take the first step towards solving a problem<\/b><\/span> which would be impossible to face if we decided to not act. Proactivity, and the related sense of responsibility, can become an integral part of our being if we act consistently. This is the secret to good first impressions<\/b>, to long-lasting relationships<\/b>, to customer management<\/b>, to complaints management<\/b><\/a>\u00a0<\/b>and, in our opinion, to a happy life<\/b>.<\/span><\/p>\n

| partem claram semper aspice |<\/span><\/pre>\n","protected":false},"excerpt":{"rendered":"
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