If you all are anything like me I am pretty damn competitive and stubborn and like to believe I am right most of the time. I usually am but ask my fiancé and she will tell you different. Lol!! I digress. Arguing is a waste of energy, time and generates tension and stress which in this crazy world we live in today needs to be avoided. In addition it doesn't build good character or reputation. Remember one of my posts about building your status or report as a salesperson is extremely important outside of "selling" stuff. When confronted with conflicts about shipping, pricing, engineering, bugs, support, issues or just a downright rude customer do not ARGUE with them EVER. Even if they have called you every name in the book and insulted each part of your family. Now that is a little extreme but it happens. Even if you are having a normal discussion around a minor dispute do not argue. Take the devils advocate approach. Here's why. When you argue, the outcome is always the same each party feels confident that they were the most right but the dispute never gets resolved. All that happens is each person is reminded of how right they are but that is not productive. You are much better off saying something like, i can see why you are upset. ( even if you think otherwise ) I am putting myself in your shoes right now and am on your side. What I will guarantee you is I will work my hardest to get this situation resolved for you. When are you expecting a resolution? Great I will shoot for that and remember my goals run parallel with yours and that is to resolve this and move onto doing regular business. This removes stress and eases tension. This gives the customer a sense of you understanding the issue from their point of view and gives them some comfort that you are working to a resolution somewhere in the time frame they are looking for. One caveat will be DO NOT COMMIT to a date or final resolution until you have double as triple checked it out. That could backfire in your face big time. Remember to either email me to be added to email list to receive the blog posts each day or click the subscribe link and enter your info.
God bless the victims of Hurricane Sandy!! Our thoughts and prayers are with you.
Shawn
SR@ShawnCReilly.com
