Medusa is also a consultant with one of the major banks. A client has made an appointment to see her about making an investment. Medusa greets the client warmly and with a smile. Her body language projects friendliness and that she is approachable. Medusa listens carefully to the client’s requests. She summarises these requests back to her, all the while projecting body language that is warm, friendly and engaging. Medusa asks questions and makes sure that she understands the client’s needs accurately. When the client mentions that her husband has passed and that this is the reason for her wanting to invest funds, Medusa shows a genuine interest and empathy for the client’s loss.

Medusa’s warm, engaging and empathic manner makes the client feel valued and regarded. The interaction with Medusa has been a pleasant experience and the client feels that Medusa has shown a genuine interest in her. Overall this has been a very positive customer experience and has enhanced the reputation and image of the bank. The client’s loyalty towards the bank has been strengthened and based on her experience with Medusa she makes a follow – up appointment to discuss further investments with the bank. Because of the client’s experience she is likely to recommend the bank to others.

The differentiator between Cathy and Medusa was not their technical competence but in their EQ.