Connect with us

Dave Richardson

This Simple Trick Can Defuse Angry Clients Or Employees

Resist raising your voice.

mm

Published

on

TIP: Don’t Fight Fire With Fire

WHY IT IS TRUE:  An irate customer or even an employee can quickly disrupt the professional activities in your store.

PLAN OF ACTION: Resist raising your voice. Move the upset individual from the showroom into your office. Close the door, ask them to please sit in a chair, and pull up a chair yourself. Rather than trying to compete with them with an argument, start by asking serious open-ended questions. This will begin to get the individual sharing their anger. By leaning forward in your chair, you will convey your concern and sincerity. Maintain eye contact at all times. Rather than giving an ultimatum, provide them an opportunity to resolve the problem themselves. When the flame is extinguished, shake their hand and move on.

Over the years, INSTORE has won 80 international journalism awards for its publication and website. Contact INSTORE's editors at [email protected].

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

Why This Fourth-Generation Jeweler Chose Wilkerson for a Very Special Sale

Parian & Sons of Franklin Lakes, NJ was founded in the early part of the 20th century. But even stores that have successfully made it through the Great Depression, a World War and the Woodstock Generation must come to an end. With no family wanting to continue the tradition, the time was right for Glenn Parian and his wife, Maria, to retire. And what better way to do so than by hiring Wilkerson to help with the store’s liquidation sale. As Glenn puts it, with his credit card machine humming to the tune of up to 200 transactions a day, he couldn’t have done it without Wilkerson. “This is what they do,” he says. “This is what they do for everybody.”

Promoted Headlines

Most Popular