Have you ever had a situation when you were the customer, a problem occurred, stress was running high and the service provider stepped up and solved the problem?
A classic is when you show up at a hotel and they do not have your room reservation, so after a bit of conferencing they not only find you a room but upgrade you for your trouble. We tend to forget they caused the problem in the first place, and remember how they came through for us in the clutch.
We can learn a lot from these kinds of scenarios to apply to the sell side.
Any time our customers’ emotions are running high, we have an opportunity to connect at a much deeper level, and to create a very memorable impression of our goods and services. This includes when we may have made a mistake or perhaps cannot deliver something we promised on time.
Obviously, we do not want to make a habit of it, but problems can also represent important opportunities if we can rise to the occasion and solve them.
The key in such cases is clarity, communication and an obvious show of concern, focus and action.
When emotions are running high, the pros separate themselves from the pack.