Greg Bennett's Rambling Thought on Successful Selling #58: Match the Intensity
I'm going to write a few rambling thoughts on "Conflict Resolution", something I work with clients on now and again, starting with the initial step -- Match the Client's Intensity.
One of the first mistakes we make when handling client issues is not showing clients that we understand their level of intensity, just how mad they really are. And we try to calm them down right away.
Example:
Client: (with raised voice) "I am REALLY mad at you people..."
Seller: (with soothing voice) "Now, let's just hold on and talk about this..."
Result? Client explodes!!
The first step in communicating with an angry client is to show you "get it"...you see how mad they are, and you can do that by matching their intensity.
Match their sense of urgency. Match their volume (at least at first). Match their intensity.
Example:
Client: (with raised voice) "I am REALLY mad at you people!!"
Seller: (with matching voice) "You SOUND like your mad...let's talk about it!!"
While this may seem odd to you, the strategy really works to show that we're hearing them loud and clear (a major part of conflict resolution).
The way to start talking people off the ledge is to get out there on the ledge with them for just a moment.
GB
