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Dave Richardson

Bad News Deserves an Explanation, Not an Excuse

Here’s how to talk to clients when expectations aren’t met.

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WHY IT IS TRUE: Many salespeople are scared to be the bearer of bad news, but customers appreciate honesty.

PLAN OF ACTION: Be up front, and be prepared to accept the consequences. Maybe the customer’s special order ring from the vendor did not arrive on time. The customer does not care about the problems the vendor incurred. Explain the actions you’ve taken to rectify this situation, and if necessary, offer any compensation you feel will help.

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When Liquidation Is the Best Option, This Legendary Jeweler Chose Wilkerson

George Koueiter & Sons Jewelers, a 65-year old jewelry institution in Grosse Pointe, MI, had always been a mainstay in this suburban Detroit community. But when owners George and Paul Koueiter were ready to retire, they made the decision to close rather than sell. “We decided our best option to do the liquidation sale was Wilkerson,” says Paul Koueiter. The results, says George Koueiter, exceeded expectations and the process was easy. “Wilkerson just kept us in mind,” says George. “They never did anything without asking and whatever they asked us to do was just spot on.”

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