Too many salespeople, when faced with clients who range from dissatisfied to down right angry, choose the loser's path by postponing handling the situation. This results in one of two things happening. Either the angry client decides the problem isn't worth the aggravation and cools down (what every salesperson wishes would happen, but like many wishes, just thinking it won't make it so). Or the client gets so angry that the next time you hear from him or her is through the higher-ups in your company who have absorbed some of the client's anger and are happy to give it to you.
Because I understood that building relationships is what selling is all about, I began early in my career to send thank you notes to people. I set a goal to send ten thank you notes every day. That goal meant that I had to meet and get the names of at least ten people every day. I sent thank you notes to people I met briefly, people I showed properties to, people I talked with on the telephone, and people I actually helped to own new homes. I became a thank you note fool. And guess what happened? By the end of my third year in sales, my business was 100% referrals! The people I had expressed gratitude to were happy to send me new clients as a reward for making them feel appreciated and important. If you are a small businessperson or sole proprietor, you may learn more about your client's anger through legal channels. Naturally, no one wants to walk into a lion's den and face the angry client. However, you must consider the value of this client to you, your reputation, and the company. In most cases, I would guess that it will be worth your while to face that angry customer and get the situation resolved as quickly as possible. I'd like to give you nine steps I've developed for facing and dispelling another person's anger.
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Tom Hopkins is world-renowned as America's #1 sales trainer. For over 30 years, he has helped millions of sales professionals around the world serve more people through proven-effective selling skills. His books have sold in the millions, and hundreds of thousands of people benefit from his recorded audio and video programs every day. For more information, contact Tom Hopkins International by calling (800) 528-0446.
How to Handle an Angry Client, © Copyright 2015
Tom Hopkins International, Inc.
For more information on this topic, please refer to:
Selling in Tough Times, Item #1570.
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