If you've ever called on a potential customer and unknowingly walked into a hornet's nest, you know how critical it can be to defuse difficult situations. A small dose of training can cure a large case of unhappiness. It can also help you avoid an argument that you will rarely, if ever, win.
ACTION ITEM
Learn how to defuse angry customers. The key phrase is: “What can we do to fix the problem?” Remember, if your customers are not satisfied with the solution, you could easily lose them. It's not an issue of pride, so be sure to keep your ego out of your responses.
Fortunately, when Brian got blindsided by an angry engineer, he knew how to handle the situation. After he assessed the problem that had upset the engineer, he asked an important question: “What can we do to fix this problem and make you happy?” By avoiding a confrontation with the customer that would lead to both parties becoming defensive, he was able to get to the root of the problem and resolve it, turning an unhappy complainer into a happy customer.
TAKEAWAY
You may win an argument, but you
could lose the customer. Do you want
to be right, or have the business?