Greg Bennett's Rambling Thought on Successful Selling #60: Try to Give an Angry Client a Few Options
This is the last RT I'll do on Conflict Resolution. This step would come after we've matched the client's intensity, given them a "mental enema" to get it all out, and taken copious notes in the process.
Now we're ready to rephrase what we think we've heard to make sure it's accurate and to make a few suggestions.
When the client is done venting (or at least they get most of the vile stuff out), we need to rephrase what we just heard, sounding something like:
Salesperson: "So what I'm hearing you say Jackie is that you're frustrated because you purchased our product, took it home and it failed to do XY and Z properly...and this caused you to miss out on AB and C...is that correct?"
By the way...IT'S OKAY TO EMPATHIZE WITH PEOPLE BY SAYING "I'M VERY SORRY YOU'RE HAVING THIS PROBLEM" OR "i'M SORRY THIS HAS UPSET YOU"...(neither one is accepting blame, you're just feeling bad that they're feeling bad).
In some cases it's appropriate to ask, "What would you like us to do?" (if you can't do what they want, move to the next step).
Then it's time to tell them what you CAN do...and give them at least two options:
Salesperson: "Here's what we CAN do...you have two choices...you can either do X...or you can choose Y...which one makes the most sense for you?"
Neither option may be the ultimate solution Jackie wants, but it may be the best (only) options you have so you have to stick to your guns. At least giving her a choice gives her SOME control of her life.
In conflict resolution you don't always have the power to MAKE someone happy...you're job is at least let them know they've been heard.
GB
