Friday, June 25, 2010

Easily Calm an Irate Customer, part 2

In a previous article I discussed the steps to placating an angry customer and suggested that to satisfy them you can offer substituting something of value as a concession - a discounted upsell, for instance.  But there's a far more direct and often overlooked way to ferret out exactly what will placate an aggrieved party: Ask them!

Asking "How can I make it right?" elicits the exact way to satisfy them while demonstrating your commitment to service.  You'll find most clients will ask for much less of a concession than you would normally offer. And if not, you have a starting point from which to negotiate a mutually amenable compromise.

Asking "how can I make it right?" subtly shares the responsibility of resolving the issue with the client while simultaneously demonstrating your aim is to find a solution, not find fault.  This verbal judo puts you both on the same side of the table instead of across from each other.  


You can apply this technique to resolve any conflict, not just those in the business realm.  Envision you and the other party against the problem instead of you against him.

Try it.  Leave a comment and let me know how it works for you.  You can also flip this technique to prompt empathy when you feel you've been wronged. Until then,

profitable business All!


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