How to handle your Customer’s 911 calls

A customer calls and leaves a message. There is an issue with what you sold them and they are definitely NOT happy.

What do you do?

  1. Do you ignore the call and hope the situation solves itself?
  2. Do wait a few hours for them to cool off before you return the call?
  3. Do you pick up the phone and call the customer immediately?
Firefighter in action
“In times of trouble, there are those who run away from the fire, and there are those run toward the fire to put it out.” – Richard Elmes
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If you work in any customer service or sales role, the best answer would be number 3.
It is when your customer has an issue, that they need you the most.
  1.  If you run away, the customer will come to the realization that you only care about your commissions from the sale and not the “solution” you sold them on. When you deal with the issue head on, you are communicating that you are there to help. You care about their success. And you want to make things better.
  2. Delaying making contact tells the customer that they are not your priority. And all customers want to feel like a priority.
    If you are tied up in a meeting or with another customer, sending a quick email or text message acknowledging that you received their message and that you will get back to them later (and state the time) will signal to your angry customer that help is on its way. This will help calm them down a bit. But this feeling only lasts a short time, and disappears completely if you fail to call them at the time you stated.
  3. When you run into the fire, by getting back to them quickly, that response time tells your customers that you care. This is the first step in handling Customer 911 calls. Yes, they may yell, scream or jump up and down, but they will still appreciate your efforts, when you prove to them that you will support your solution, and put out the fire and ultimately removing their stress.
Remember, when a customer calls us to complain about an issue, they are giving us a gift.
They are giving us the gift of fixing the issue.
They are giving us the gift of a second chance to make things right (And possibly earn the next sale).

How to be a Winner…guaranteed!

This weekend is the big championship weekend for many of the baseball teams in my home town.

So, all the hard work they put in during practices, all the skills and lessons they learned during the regular season all come down to the performance this weekend. And especially today, Championship day.

But I encourage all the competitors, coaches and fans to remember one more lesson.

That lesson is one that may be remembered more and have a bigger impact than most.

More than how to hit a curve ball, more than  how to turn a double play, and more than stealing a base.

This lesson is one that if it is not heeded, it can suck the fun out of and steal the joy out of the game.

The lesson is, that no matter what the final score ends up being is it vital to act with class.

WIN with CLASS, LOSE with CLASS.

If a player on the other team makes a great play on a ball you hit. Don’t get mad. Instead tip your cap.

If, in your opinion an umpire misses a call, don’t run out screaming like a mad man. Instead ask questions respectfully and accept their decision.

And if the score is not in your favour at the end of the game, shake hands and wish the other team well in the future games.

WIN with CLASS, LOSE with CLASS

WIN with CLASS, LOSE with CLASS

LOSE with CLASS.

But just as important is to WIN with CLASS.

When you respect your teammates, your coaches, your opponents and the officials, you are winning with class.

When you refrain from trash talking and putting others down, you win with class.

And when you avoid running up the score or taking the extra base  late in a game where you have a huge lead, you are winning with class.

The key fact is this. A couple years down the road most people won’t remember the score of the game.
What they will remember is the friends they meet and the lessons they learn.

And if the lesson you demonstrate is to WIN with CLASS, LOSE with CLASS, then regardless of the score of the game, you will be a winner…guaranteed!