Your most important objective is to resolve the matter quickly and hopefully to the satisfaction of everyone. The goal is to quickly eliminate the potential spread of bad word of mouth that can kill your business.



In my experience, most people are reasonable and so it is easy to come to an understanding of how to rectify the situation. The first step is to apologize and ask your client how they prefer the fix - and then offer a couple of suggestions. If the fix is obvious, then offer your solution immediately.

It is necessary to stick to your principles of what you can and cannot do and have the possibilities firm in your mind before you relay the message. Then, in a pleasant voice, offer what you can do for the other party. Very often they are looking for the leader in you. In this case, once you take control, you will find a satisfactory ending for both of you.

But what do you do when a client is not reasonable, but instead makes demands for something over which is beyond your control, has no merit or would put you in the red? Negotiation comes to mind.

On the off chance, the other party is completely unreasonable you will have to find a way to diplomatically end your business relationship. Most likely, if they are treating you in such a manner they are doing the same to others to see what they can get for free, and their reputation will follow them. Sometime it is necessary just to grin and bear it, and realize, at the very least your reputation is well-respected.

When negotiating, use a calm voice. Leave all emotion behind. Explain why you cannot meet the demands of your client and offer an alternative solution instead. Ask if that will be satisfactory. Work to meet the client half-way. It is important to get the agreement of satisfaction so that they will not angrily leave your presence only to tell others their point of view of a seemingly bad situation. Do your best to have them smiling before they leave.

The better the issue is resolved, the more likely your client will be grateful and you will be able to claim, 100% Satisfaction Guaranteed!

In corporate sales, I was continually apologizing for those who went before me in my territory. Consistently, I was able to turn dead files into thriving corporate accounts. In my early years of entrepreneurship, I found those wanting to take advantage of my newness. Taking a stance for what was possible, these people quickly moved out of my horizon to find others whom they could more easily intimidate.

On the other side of the table, I have found business people making justifications for changes in venue, policy, and fees. The end result found the justifications to be invalid yet no adjustments were made to the structure, policy or fees. From my point of view it was frustrating and I vowed not to do business with them again.

Take a moment to consider who you routinely go to for a service without ever considering their competition. Why is that? List the reasons you like doing business with them and determine if you can implement the similar customer service. You too will enjoy a Smooth Sale!