How do you handle differences of opinions regarding payments received?
This challenge directly relates to your customer service policies as well as your marketing brand. How you take a leadership stance and communicate diplomatically will determine future business from the same source and potential referrals.
A client, Jim, provided a new credit card for me to process. My processing company declined the card yet his company claimed it was processed. I kept a positive mindset and focused on strengthening our relationship by doing the following:
1. Waited three days to verify nothing went into my checking account; then i reconfirmed with my processing company that Jim’s card was not processed.
2. I communicated to Jim that his safety from Identity Theft is my number one concern.
3. Forwarded in email a copy of the message sent by my processing company
Jim promptly called me to conduct a 3-way conversation with his company. The representative could care less Jim is a paying client. The Rep admitted the processing “temporarily” went through but was unable to provide proof or define temporary. He relayed the manager could only get back to Jim in 2 days’ time. After we completed our 3-way call, I suggested to Jim he cut his ties loose with his company as they are not credible.
My client got the picture very quickly and offered a new credit card number. Jim appreciated the fact I took time in a pleasant manner to resolve the issue. We then scheduled another coaching hour. I have no doubt future prospects will be referred to me.
Never make assumptions and always keep a positive outlook.
You will easily develop business, close more sales and they will be a Smooth Sale!
