The power of empathy in building customer connections

By Jessica Bravo.  

Learn more about how empathy and understanding can shape effective sales strategies.  

In an episode of Roofing Road Trips®, host Heidi J. Ellsworth sat down with Alan Davis, product manager at Ingage, to discuss the importance of connecting with customers during the decision-making process. 

Alan emphasized that the sales process is not simply a one-on-one conversation at the kitchen table. He shared, “We all have lives. We're all busy... Salespeople have to be really empathic.” He added, “That empathy, that listening. I'm first and foremost a good listener. I want to hear what's going on and what [the homeowners] need for their decision-making process.”  

This approach to empathy is important to keep in mind, as navigating the overwhelming journey of making a purchasing decision can be difficult for some homeowners. Alan acknowledged the common issue of application fatigue, stressing that sales professionals need to do more than just present information — they must understand how to communicate it so that everyone is on the same page. Alan elaborated, “It's about driving the value and understanding the connection you have with the customer to get them the information they need to make what I would consider an intelligent decision and an informed decision, using the information you're providing them and building that report.” 

This is where the Ingage software plays a key role. “The software is nothing more than a tool,” Alan explained, and Ingage is an ideal tool for creating this connection as a platform that enables transparency and allows for a professional representation of products. He shared, “It really helps with that selling system, being that presentation layer in your selling system to really be able to create, share and measure the effectiveness of how you're presenting information in the field.” 

Read the transcript or Listen to the podcast to learn more about how Ingage is an ideal tool for connecting with customers.