How Do You Handle Problems?
August 23rd, 2010
About the Author: Elinor Stutz is CEO of Smooth Sale, LLC, International Author, Sales Trainer & Coach, and Motivational Speaker.
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 to receive neither thank you note nor recognition of my registration. Even more surprising: the details weren’t forthcoming. I became concerned because hotel and flight arrangements were necessary and the date was the beginning of a national holiday.
The situation grew worse. I called the office several times on several different days and explained that I would cancel my payment if I did not hear from anybody. 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, the coach, 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 executed his response perfectly:
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!
Brian turned an almost lost prospect into a repeat and returning client, who has already begun communicating how terrific he is. When you strive to help people turn lemons into lemonade you get what you wish for!
It becomes a win-win for all concerned and a very Smooth Sale!


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