Sooner or later it happens to every business owner – some customer somewhere, is going to make an unreasonable request or raise an unfair objection. How the situation is handled may well determine whether or not a client is lost.
Use the following techniques to deal with this “thorny” issue while keeping the business AND the client.
1. Let the client keep their dignity. State your position politely and reasonably. This is not the time to tell them they should have read the fine print.
2. Do not argue. This is not about “I’m right, you’re wrong” this is all about “How can we satisfy all parties involved.”
3. Respond . Don’t react. Doctors would rather have your ‘respond’ to treatment rather than ‘react’. Look it up in the dictionary. Big difference!
4. Appeal to the client’s sense of fairness. Explain that you are eager to do what is fair and rightThis may give them pause for thought and may encourage them to do what is right.
5. Use the FEEL FELT, FOUND method:
I know how you FEEL
I FELT the same way too . . .
I have FOUND that . . .
6. Be firm. Stand on facts to find common ground to resolve the issue.
7. Anger is a feeling that belongs to the other person. Remain calm, breathe deep and look the client in the eye.
8. It’s OK to say “no” – when the circumstances justify it, you have no choice.
Remember, she who stands her ground with dignity and courtesy is most often the one who keeps writing the sales orders!
Now go get connected!