9 Differences between Transactional and Relational: How to Tell The Difference

Employers say they want employees to “build relationships” with customers and clients but often neither explain the differences nor teach employees how to do it.

Sometimes a transaction is sufficient, but transactional is never a good long term strategy for customer retention. We like and do business with companies that are relational.

Here are nine key differences between transactional and relational. How are you doing?

 Transactional                  Relational

professional                         friendly

self-interest                          mutual interest

what you get                         what you give

stay in touch                         keep informed

understand the process       understand the person in the process

judge the results                   evaluate the relationship

win conflict                            resolve conflict

agreement                            acceptance

evaluate the results               evaluate how the other feelsl about the results

For free resources on leadership and customer service, go to www.marksanborn.com/free

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3 Responses to “9 Differences between Transactional and Relational: How to Tell The Difference”


  1. [...] Telling the truth isn’t the same as being brutally honest. Telling the truth is about the willingness to say what needs to be said, even if it is difficult. Being brutally honest is more often about attacking the other person with information. It might make you feel better but usually at the expense of the relationship. [...]

  2. [...] Telling the truth isn’t the same as being brutally honest. Telling the truth is about the willingness to say what needs to be said, even if it is difficult. Being brutally honest is more often about attacking the other person with information. It might make you feel better but usually at the expense of the relationship. [...]

  3. [...] Telling the truth isn’t the same as being brutally honest. Telling the truth is about the willingness to say what needs to be said, even if it is difficult. Being brutally honest is more often about attacking the other person with information. It might make you feel better but usually at the expense of the relationship. [...]

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