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Warmth & Competence: Tips for Client & Customer Retention
The document outlines the importance of balancing warmth and competence in leadership to enhance team relationships and performance. It offers strategies for increasing both warmth and competence, emphasizing the need for prioritization, assessment, and continuous development. Additionally, it shares an example of communication that reflects varying degrees of warmth and competence.
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Warmth & Competence: Tips for Client & Customer Retention
- 1. Karl Sakas, AgencyConsultant @KarlSakas | Karl@SakasAndCompany.com
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- 3. Great at gettingthings done, but not at making it fun.
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- 12. “A person whodemonstrates both warmth and competence inspires feelings of trust and admiration within us, motivating us to seek a continuing relationship with that person.” –Chris Malone & Susan T. Fiske, The HUMAN Brand
- 13. "People need to bereminded more often than they need to be instructed." Samuel Johnson, Author (1709-1784)
- 14. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - - @KarlSakas
- 15. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - - @KarlSakas
- 16. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - - @KarlSakas
- 17. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - - @KarlSakas
- 18. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - - @KarlSakas
- 19. Your Favorite @KarlSakas (or YourLeast Favorite)
- 20. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - - @KarlSakas
- 21. How do youmake it happen?
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- 23. Choose to make Warmtha priority.
- 24. Assess your current levelof Warmth.
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- 26. Increase Warmth 1. Chooseto make Warmth a priority. 2. Assess your current level of Warmth. 3. Celebrate Warmth by your team. @KarlSakas
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- 28. Repetition = Createprocesses.
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- 30. Support your team’s professionaldevelopment.
- 31. Increase Competence 1. Repetition= Create processes. 2. Do debriefs. 3. Support team’s professional development. @KarlSakas
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- 33. SUBJECT: Your monthlyclient report Hey, sorry I forgot again! I know you needed it to meet with your boss but I was busy helping my other clients. Your numbers are still down but I’ll try to figure it out this time. Any ideas? I attached the 43-page PDF. LMK by 6pm if you have any questions; I’m heading to the lake for vacation!
- 34. Competence Warmth High Warmth & Low Competence HighWarmth & High Competence Low Warmth & High Competence Low Warmth & Low Competence + + - -
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- 36. Get eBook +Tons of Tips Free^ Go to bit.ly/GetTheClientBook Karl@SakasAndCompany.com @KarlSakas