The Quality Conversation defined, and the most powerful motivator

Bob Davis The Quality Conversation bookAn excerpt from The Quality Conversation by Bob Davis

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I define The Quality Conversation as a meaningful and mutually rewarding dialog that occurs when a person takes and clearly conveys a genuine interest in another individual’s wants, interests, and needs. It goes beyond building rapport to make an emotional connection and establish real trust. Practicing The Quality Conversation with authenticity and proper skills shows others that you truly care and are genuinely interested in them.

We have conversations all the time, but are they Quality Conversations? Is there an emotional connection? Three essential ingredients allow you to make this emotional connection: controlling attitude, taking a genuine interest in the other person, and showing enthusiasm.

…Why is it important to make an emotional connection when you talk with others? You might be saying, “I talk with people all day long on the phone as a customer service representative. The average call is three minutes long. Why would it be important for me to make an emotional connection? Is this even possible in a three-minute call?”


Are your agents making an emotional connection with customers and establishing real trust to drive sales, retention and service results higher? Contact Bob Davis today for a free consultation.


The most powerful motivator

For more than 100 years, psychologists have known people are motivated more by emotional factors than by economic factors. The Quality Conversation taps into those emotional factors. Western Electric Company commissioned a study from 1924 to 1932 at its Hawthorne Works plant in Cicero, Illinois, to see if improved lighting affected workers’ motivation and productivity. Productivity increased among the workers who had improved lighting, but it also increased among workers whose lighting remained the same. All of the workers knew they were being observed. The study concluded that the motivating factor was neither the lighting nor the environment. The observation, or the attention the workers received, was the motivating factor! This is called The Hawthorne Effect. The experiment proved that people are primarily motivated by emotional factors such as feeling involved and receiving attention, not by their work environment or money. People love it when you pay sincere attention to them.

The Quality Conversation is more motivating than money. The emotional connection is more valuable than a paycheck. At the same time, the beauty of The Quality Conversation is that it allows you to make an emotional connection that results in more sales. It also makes price less important.

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