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Casual Articles - How to Handle Difficult Customer Conversations--4 Essential Keys
What if there was a way to make money sitting in traffic jams?How this for a free idea for you....Recently I was talking to a gentlemen about advertising, and finding 'other ways' to generate leads for our own small businesses. One technique that we both overlooked, is putting basic signage on your car (with a twist).After thinking about the upsides and the downsides of advertising on our cars... we worke
2. Look at the situation from the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige,
Traditional brochures typically tell the story of your company, i.e. they give evidence that you or your company have the wherewithal in personnel, capital, clout and expertise to perform the services you say you can perform or deliver the product you're selling. They are usually 3 or 4 panel affairs, printed on glossy paper, and featuring nice graphics or photographs. Think of company brochures as a resume for your business...Thus
Then something happens. (You knew it would, right?)
Trouble can come from any direction. A delayed product shipment causes a customer to miss a deadline. A salesperson (maybe even you!) promises more than your company could deliver. A customer finds a defect in one of your products that needs replacing right away.
We all know that setbacks are going to occur in business. Setbacks that strain relations between you and your customer. Setbacks that can cause anger and mistrust to build. Will this mean the end of a once profitable relationship? Not necessarily…
When tensions rise between you and a customer, it may be time for a tough conversation. A time to clear the air and address the problems that are causing trouble. But how do you keep a difficult conversation from becoming a full-scale argument that permanently damages relations with your customer? Here are 4 tips to get you through the hard talks that can make or break your business.
1. Communicate early and often. Many of us avoid difficult conversations, hoping that problems resolve themselves. That rarely happens. But you can keep small problems from becoming big problems by addressing them quickly. Let your customer know right away that you recognize the problem, and that you’re working to make it right. Keep them updated so they know what’s happening. Don’t keep your customer guessing about what you’re doing to make things right.
2. Look at the situation from the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige,
As more and more home pressure washers are sold at leading retailers such as Wal-Mart, Sears, Home Depot, Cosco, etc. We are seeing companies offer products in brand line extension to service this niche. Armor All is the newest company to offer it's brand name customer loyalty to sell these products. They of course have been heavy into the Car Wash Industry with National Networks of Distributors in Canada and The US and Europe fo
We all know that setbacks are going to occur in business. Setbacks that strain relations between you and your customer. Setbacks that can cause anger and mistrust to build. Will this mean the end of a once profitable relationship? Not necessarily…
When tensions rise between you and a customer, it may be time for a tough conversation. A time to clear the air and address the problems that are causing trouble. But how do you keep a difficult conversation from becoming a full-scale argument that permanently damages relations with your customer? Here are 4 tips to get you through the hard talks that can make or break your business.
1. Communicate early and often. Many of us avoid difficult conversations, hoping that problems resolve themselves. That rarely happens. But you can keep small problems from becoming big problems by addressing them quickly. Let your customer know right away that you recognize the problem, and that you’re working to make it right. Keep them updated so they know what’s happening. Don’t keep your customer guessing about what you’re doing to make things right.
2. Look at the situation from the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige,
Good morning. Have you had your cup of coffee yet, because I hope so.I'm going to lay something earth shat terning on you now, and I hope that your readyHere goes nothing:There is something out there, a disease, if you will, an infection, a curse.Some people, they are head of COKE, PEPSI, Ritz Carlton, Shape magazine, McDonald's, and MICROSOFT.These people, plus lots of other super successful
When tensions rise between you and a customer, it may be time for a tough conversation. A time to clear the air and address the problems that are causing trouble. But how do you keep a difficult conversation from becoming a full-scale argument that permanently damages relations with your customer? Here are 4 tips to get you through the hard talks that can make or break your business.
1. Communicate early and often. Many of us avoid difficult conversations, hoping that problems resolve themselves. That rarely happens. But you can keep small problems from becoming big problems by addressing them quickly. Let your customer know right away that you recognize the problem, and that you’re working to make it right. Keep them updated so they know what’s happening. Don’t keep your customer guessing about what you’re doing to make things right.
2. Look at the situation from the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige,
Knowledge is not intelligence. Knowledge is something you obtain after repeatedly performing a skill or being trained in a skill. Knowledge has nothing to do with intelligence. You can have an IQ of 212 but you would never have the knowledge about everything there is to know.But how do you obtain knowledge? Do you read books? Do you watch videos and attend seminars? Do you enroll in training courses? Do you communicate with
1. Communicate early and often. Many of us avoid difficult conversations, hoping that problems resolve themselves. That rarely happens. But you can keep small problems from becoming big problems by addressing them quickly. Let your customer know right away that you recognize the problem, and that you’re working to make it right. Keep them updated so they know what’s happening. Don’t keep your customer guessing about what you’re doing to make things right.
2. Look at the situation from the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige,
No, we don’t mean Bodie and Doyle... now I’m showing my age! So you’ve started your new business and the purse strings are tight (We know, we’ve been there!) So why should you be paying out good money for a logo that you could do yourself?We’ll give you a few things to think about below...1. Are You Memorable?The one thing you want when you start any business are clients/customers! You need them to remem
2. Look at the situation from the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige, or productivity. But your customer has similar concerns. Approach your conversations with an eye toward solving your customer’s problems and quieting their concerns. Take responsibility. A company representative may need to stay at the customer’s site to oversee the problem’s resolution. Do what it takes to fix things with your customer, then clean things up at your end.
3. Leave the corporate doublespeak behind. Speak clearly and get to the point. Don’t say, “Apparently, part X is failing to meet desired effectiveness quotas in real-world applications,” Instead, try, “Part X isn’t working right. We’re going to replace it.” People rightly see doublespeak as an attempt to cloud the issues and avoid responsibility. Say what you mean. Don’t leave any doubt in your customer’s mind.
4. Leave the door open for more conversations. Remember, the problem isn’t solved until your customer thinks it is. Even after you’ve had a hard discussion, your customer is likely to have questions and unresolved issues. Make it clear that you are available to answer questions as they arise. Don’t take offense if your customer isn’t pleasant to deal with at the time. Stress makes all of us do things we wouldn’t normally do. Realize it’s the situation, not you, that is upsetting the customer.
Of course, the best way to handle difficult times with customers is to avoid them in the first place. But that’s not always possible. If you remember these simple tips, you can ge
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