Believe it or not, prospects and customers will stretch the truth, especially when they tell you their side of an incident, mistake, or problem they had while trying to do business with you. Before you go on a rampage, accusing your staff of stupidity or mismanagement in handling the customer, be sure to get their side of the story first.
ACTION ITEM
Think like a judge and give everyone a chance to be heard before arriving at a decision. Often you will find that the customer is wrong.
When Harry went to the warehouse looking for Debbie, who had filled an order incorrectly for a customer that morning, he was smoking mad. They had tried and tried to get this customer's business for a long time and now, just when they had closed the deal, Debbie screwed it all up.
But Harry listened to Debbie's side of the story before he went ballistic. Not only did she believe she had filled the customer's order just as he had wanted it, she still had his notes to back her up. Sure enough, Debbie was right, and the customer was trying to save his ego by blaming her. Harry learned to get all sides of the story before making a judgment. He complimented Debbie and told the office to close the prospect's line of credit. He didn't want a new customer who had already proven he would lie to cover himself. That day, Debbie grew a foot taller because of her boss' trust in her!
TAKEAWAY
When your employees are right, stand by them, even
if it upsets a prospect or customer. Your associates
will respect you for it. After all, right is right!