I have recently transfered my computer system from PC to a Mac. Yes, just like any technology transfer there has been it’s up and downs.
Today I was to take in my computer for a hardware upgrade. Exciting, until I got there and I was notified that someone accidentally returned my part back to the manufacturer.
Options:
1. Yell at them – That just bothers my throat.
2. Get annoyed – What is the use of getting annoyed at something that has already taken place. That does me as good as kicking a pole with a broken leg.
3. Never deal with them again – That would be under the assumption that the next place would never make a human error.
4. Be realistic – Understand that we are all human and therefore, human error is bound to take place, occasionally.
As sales people, we can try to implement an iron clad system to avoid inconveniences to our clients. Which is very important to do, but at the same time we have to realize that human errors will at times get the better of our systems and procedures.
During those times, it is extremely crucial how we communicate with our clients. If our clients feel like the error was made but the sales person does not seem to understand our inconvenience, it is more likely we will take any of the above options over option number 4.
Here is also where your past interaction is critical with the client. I have received nothing but great service from this store and in turn when an inconvenience occurs, it is a lot easier to relate it to human error, which we all are capable of. An example of this service is the amount of times they have put things a side to help me with situations clearly knowing I was not there to buy anything new. More importantly they have come to accept the fact that I am technologically ignorant.
One last thing, it is not the error that is the main issue most clients have, it is how the error has been handled and what mind frame we take our clients into at that critical moment in time.
Thank you to the Westworld Apple store in Calgary for always taking care of me and those that I have referred them to.
Great service creates what I call a circular momentum. Thank you to the www.westworld.ca team. Next time you need something ask for Travis.
Happy selling
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The age old adage, “you will attract more bees with honey than with vinegar” comes to mind. I try to use the same system with my kids and somedays I even get the “service” I dream of. All to often in trying to cope with the harried, fast paced, stressfull life of their own choosing people lose sight of their sense of humor. It is soooo important to take a step back and just laugh at the fact that “hey s*&@ happens”, and things could have been a lot worse.
My daughter asked me the other day, “mom what do you do when life hands you lemons?”, to which ofcourse I promptly responded with supreme confidence “you make lemonade”.
“Well that’s one option, I guess” she replied, “but there’s another”
“What” I asked. Silly me!
“I’d trade it in for chocolate!” she said beaming from ear to ear.
Amidst the laughter I realised she had just taught me an important lesson. Not just to deal with the situation and work with it but to “trade it in” as it were, change the situation and make it what you wanted it to be in the first place. I hope she goes through life living the lesson she just taught me
and always smiling.
stay safe, stay happy
That is so precious. Children do come to us more evolved than adults to teach us the lessons we need to learn in life. Your daughter just taught me a lesson I will never forget.
How often we put a box around our situation at hand, when the first thing we should do is get rid of the box entirely. Then and only then can we have chocolate over lemons.
Be happy
Fred Sarkari