Slow Down for Speed Bumps
The act of listening is a valuable tool for satisfying unhappy customers
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3. Rushing to judgment. Focus all of your attention on your customer and his or her needs. Embrace any information your prospect gives you, whether you believe it’s valuable or not. In the rush to cut to the chase, you’re in danger of coming across as arrogant, and your customer ends up feeling his or her input is unimportant and underappreciated. If you don’t have time to talk at length with the prospect, request an opportunity to reschedule your conversation. Otherwise, put down your briefcase, close the office door and listen to the customer for as long as he or she needs.
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