Although we presume that we act because of the way we feel, in fact, we often feel because of the way we act. More than a century ago, philosopher and psychologist William James described this phenomenon: “Action seems to follow feeling, but really action and feeling go together; and by regulating the action, which is under the more direct control of the will, we can indirectly regulate the feeling, which is not.” By acting as if you feel a certain way, you induce that emotion in yourself.
I use this strategy on myself. If I feel shy, I act friendly. If I feel irritated, I act lovingly. This is much harder to do than it sounds, but it’s uncannily effective.
Here how to implement this in your business. If your employees want to feel like they are loved and appreciated by your customers, have them act as they already are.
