It's time again for another post condensed from this one by Jeff Haden, my online mentor (though he doesn't know it).
"Forget Customer Delight..." is a great article because its principles, although primarily for customer relations, can also be applied to everyday negotiations with friends, family, coworkers, etc. Many know how to assist people, but they don't know how to offer help and solutions. These three items are a good start to not only providing help and solutions, but to elevating your status in other people's eyes!
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Just because you can't do exactly what a customer wants doesn't mean you can't do something.
- Don't be so fast with a "No".
- Avoid immediately showing what is not available.
- As questions to find alternatives. - Don't try to explain your way out of a high-effort situation.
- Try to spend time and energy finding solutions instead of finding explanations. - Don't take the customer's request quite so literally.
- Understanding the full context may show that the customer's need is actually something else.
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