Thoughtful Thursdays – Don’t wait, make the call
Communicating bad news to a customer is one of the more difficult tasks a sales person faces, but it is a part of the job. Take it from me, it is far better to make the call sooner than later. That is not to say this type of call does not require less research and preparation than any other call.
My ongoing advice to clients is to place yourself in your customers shoes and do not presume what the customer reaction might be. Think about how you would feel if you did not receive the information until the last moment or worse not until after the fact. Would you rather know sooner than later?
- Don’t beat around the bush, tell it like it is
- Listen to and empathize with your customer after delivering the news
- Do not dwell on the negative
- Have solutions in place to address the situation
The way you handle these situations are a true test of the relationship you have with your customer. Helping your customer work through the issue will strengthen that relationship and mitigate the chances of losing them.
Don’t wait, make the call.
Good selling,
Richard
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