Do you feel like the Rolling Stones at times – can’t get no satisfaction?
At times it seems as if customer services doesn’t exist. I have noticed many entrepreneurs are winging it due to lack of ethics or not knowing any better and so many of us feel taken advantage of. Most people seem to crawl in a ball when this occurs believing it’s no use to try to turn the situation around.
It’s true a negative attitude will not turn anything into a better outcome. However, when you develop a positive mindset and focus on delivering a sharp and concise marketing communication message that you expect matters to be corrected and/or your money back, chances are the situation may be resolved. Two such occurrences took place for me this past week.
One situation had to do with an inept mortgage broker. I may have already reported that our appraisal fee was returned to us having provided a letter comparing services of his vs. hers.
The next situation appeared to be a scam and I’m not normally one to be subject to such a scheme. But upon recommendation I subscribed to the service which was not delivered. In fact I met the person face to face – he seemed to be good at what he does living up to his reputation but his actions were inconsistent. I wrote a kind but firm letter detailing the circumstances, expectations and outcome noting that none of his promises were fulfilled. Once again I requested either the wrong be righted or my money returned. Today I received a surprise phone call with an offer to fix what went wrong.
So today’s message is there truly is hope in fixing lack of customer service problems. Although you may be angry, work to build the relationship so that it may be repaired. The same is true of interviews where a statement may have been misunderstood or closing in on a sale where something was taken the wrong way. Calm down first, analyze the situation from all angles and then plan how you will redirect the conversation.
This puts your business development back on cue and from there you will enjoy the Smooth Sale!
