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Dave Richardson

This Simple Trick Can Defuse Angry Clients Or Employees

Resist raising your voice.

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This Simple Trick Can Defuse Angry Clients Or Employees

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.

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Moving Up — Not Out — with Wilkerson

Trish Parks has always wanted to be in the jewelry business and that passion has fueled her success. The original Corinth Jewelers opened in the Mississippi town of the same name in 2007. This year, Parks moved her business from its original strip mall location to a 10,000-square foot standalone store. To make room for fresh, new merchandise, she asked Wilkerson to organize a moving sale. “What I remember most about the sale is the outpouring excitement and appreciation from our customers,” says Parks. Would she recommend Wilkerson to other jewelers? “I would recommend Wilkerson because they came in, did what they were supposed to and made us all comfortable. And we met our goals.”

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