Daily Quote |
Skill
The hotter it gets, slow your heartbeat
Your company's execution of the new contract is going great…at least in your eyes.
Oh, wait….a new email from the buyer just hit! Ouch….he's ticked. Actually, he's piping mad.
NP…you got this. Take a deep breath and think through it. And, consider perennial TOP 10% member Dia Marchionne's advice:
"When something is contentious with a client – I push hard to get on the phone because I want the client to feel heard as fast as possible."
Do
And then, just listen…
Don't be offended or inflamed when a client sends you a nasty, churlish email. This is business.
Keep following Dia, who adds, "Email is a bad conversation tool, so don't even try to solve a problem by responding with an explanation. The next time you have a problem or a miscommunication with a client, beg them to get on the phone with you." (Sure, a Zoom is good too.)
Open by saying, "Tell me everything…including how pissed off you are!"
Oomph
They go high, you go low
YES, it is hard getting your customers to talk about prickly stuff…by nature, buyers are averse to conflict.
But avoidance is not an option.
Let Simon Sinek help you in this 4-minute clip; he'll guide you through handling difficult convos that you need to resolve.
YES, it is hard getting your customers to talk about prickly stuff…by nature, buyers are averse to conflict.
But avoidance is not an option.
Let Simon Sinek help you in this 4-minute clip; he'll guide you through handling difficult convos that you need to resolve.
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