Do you handle an upset with confrontation or with relationship building that gets results?
Last month, I registered for a two day intensive coaching session. I was a bit surprised that no recognition of my impending business came my way. It soon became more surprising that the details weren’t forthcoming. I became concerned because hotel and flight arrangements were necessary, and, it preceded a national holiday.
The situation grew worse. I called the office 10 days out, 9 days later, 7 days later, 1 day later and explained should I not hear from anyone I would cancel my payment to the company. Not only did I not hear from anyone, I was treated as an annoyance. The coaching for which I registered was not inexpensive. The coach himself receives praises wherever he goes, so I couldn’t understand why he would allow such poor customer service. I arranged to cancel payment.
Wondering if this gentleman knew what was happening back at the office, I wrote Brian a factual and detailed email describing what took place. I advised poor customer service will sink a thriving company faster than almost any other criteria. For final measure, I added, “I’m writing this as a friend because I admire what you stand for and do not wish to see you hurt.”
Within minutes of receiving my email, Brian returned my call.
Brian was on target with his response due to his mindset was focused on making things right:
1. He first apologized
2. Brain then shared, “Never employ family; you try to help but it becomes tricky.”
3. In gratitude that I held a helping hand rather than expressing 4 letter words, Brian told me he would be my mentor for the entire year!
When you strive to help people and turn lemons into lemonade – you get what you wish for!
Brian turned an almost lost prospect into a repeat and returning client, who has already begun communicating how terrific he is. It becomes a win-win with business development on auto pilot and for both of us a very Smooth Sale!
P.S. Read: “Nice Girls DO Get the Sale: Relationship Building That Gets Results”, Sourcebooks
