When you deal with customers, the magic word is “happy.” It's virtually certain that you are eventually going to encounter a prospect or a new customer who is unhappy with you, your products, your services, or your company. Knowing how to deal with emotional issues can turn upset customers into loyal buyers and be the pivotal point of either losing their business or winning their hearts. Find out what will make your customers happy and give it to them whenever you can.
ACTION ITEM
Always use the word “happy” when dealing with prospects and customers. It is a critical concept that is understood by most people around the world, regardless of the language in which it's spoken.
When a telephone service manager encountered a customer who was upset, he listened attentively and then asked the magic question: “What can I do to make you happy?” The customer first said that he believed he deserved a $400 credit against his bill for the time his phone service was down. The manager quickly agreed and said: “Will that make you happy?” The fellow then said that he wanted to get some service people out to his home to have his phones fixed by four o'clock. The manager said: “My very best people are already en route. Will you be happy if your phones are up and running by 4:00 PM?” The customer said he wanted one more thing, an apology. With that, the telephone executive apologized for the errors they had made in serving him. He knew that the secret formula for dealing with upset people is to ask the question: “What will make you happy?” Then, whenever possible, settle the dispute on their terms.
TAKEAWAY
Negotiate happiness on your customers'
terms and, when you agree to what they
want, they will feel empowered.