An upset customer is every sales person’s worst scenario, but have you ever considered how placating that angry individual could become an opportunity? When you are able to find a satisfactory solution for a displeased client, you have the potential to build a better relationship, even a stronger one if you play your cards right.
As an example, I was recently in the field with one of our reps when he got a call from an enraged client. The customer claimed that the new product we sold him was defective. Operating on the truism, “You can get to the top by getting to the bottom of things,” our rep did not hesitate to make this a priority and agreed to head right over. We were at his place of business within a half hour.
Turning Rage into Reward
The first thing we did was to listen. The customer ranted and raved for a bit before he began to calm down. Eventually, he smiled and apologized for being so upset. It was then that my astute sales associate offered his solution. By listening, our rep had discerned the problem was not with the product but with how it was being used. He retrained the customer on the proper use of the equipment and in the process strengthened his relationship with him.
Consider this plan for dealing with an upset customer:
- Respond as quickly as you can. Frustration builds with time.
- Apologize and assume responsibility even if it is not really your fault.
- Listen intently. Ask questions. Empathize with the customer.
- Wait until the customer has fully vented his concerns before offering a solution.
The sales rep in this scenario turned what could have been a negative sales experience into a positive one. He did so by allowing the customer to voice his frustrations fully before suggesting a remedy. Remember, “We have two ears, but only one mouth, so we should listen twice as much as we talk.” This is good advice when trying to convert rage into reward.
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Want to read a little more about listening with purpose? Check out this Simon Sinek article, How to Listen.