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6 things to do when it’s the customer who screws up

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It’s always gratifying to learn that a mistake is the fault of the customer. But while pointing this out may make you feel better, it won’t do much for your relationship with the customer.

Get them off the hook

Here are six tips that will help you get the customer off the hook without embarrassing anyone:

  1. Help customers save face. They don’t want to be told they’re wrong. So before you point out where they’re wrong, it’s usually a good idea to tell them about something they did right.
  2. Move on quickly. Avoid lingering on the mistake. Customers want to get off the subject quickly. Make it a point to try to move on to new business.
  3. Use humor when appropriate. It can break the tension, and most people are willing to laugh at themselves a little.
  4. Develop an understanding of the problems customers face. Consider how you may be able to help solve some of them. Instead of focusing on blame, try to come up with solutions.
  5. Follow up carefully. After you solve a problem, go to your calendar. Pick a time to follow up in a few days to see if the solution is working. Following up will help strengthen your relationship and show the customer that you care about making things right.
  6. Summarize key points to let the customer know you understand the problem. Summarizing lets you take charge of the direction of the conversation.

Adapted from the book Talk is Not Cheap by Beverly Inman-Evel, a sales consultant and trainer.


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