4 Easy Steps To Defuse Arguments With Clients
How to defuse arguments is one of the best skills you can acquire and even more important when doing business. If you’re like me and had your choice you would rather avoid an argument altogether. But there are many times that is not possible.
Dan Kennedy has been in business a long time and has no doubt had his fair share of irate clients so who better to give you good advice on how to handle and defuse arguments? Dan has 4 tips below to help you in any situation.
And don’t think you can’t use these same tips at home with family and friends because they are adaptable to any situation.
Still keeping in mind that preventing arguments is always best, but sometimes the other person is just not having a good day, so why add to their misery and create more problems for yourself. Listen to what Dan has to say and try it out the next time you find yourself in a confrontational situation.
And let us know how well Dan’s method to defuse arguments works for you.
Here’s Dan with…
4 Easy Steps To
Defuse Arguments With Clients
A client can take offense to a number of things when it comes to doing business with you. Whether it be the actual product, your prices, or your customer service, some clients just find things to gripe about. And you can’t ignore their complaints. Instead, acknowledge their problem and defuse the situation by:
1. Thanking them. Thank him/her for their comment, even if it was expressed in an impolite manner. Try to remember that their attack is not personal, and it’s best that you don’t treat it that way. Keep your composure and remain cool.
2. Starting your phrase with, “Let me see if I understand you completely.” Then restate the person’s complaint. This will do two things. First of all, it gives the person a chance to calm down. And secondly, it shows the client that you are truly listening and taking their concerns seriously.
3. Finding at least one thing in their complaint that you can agree with. Regardless of how unfounded their complaint is in your mind, you should pick out one major point that you can agree with. Then, build your rebuttal on that point. For instance: “Well, Mr. Harris, I can certainly understand you being upset about delivery being late. I will personally make sure that it doesn’t happen again. Now, about your other concerns…” This lets them know that you are not defensive about the situation, and you would rather help solve their problem than make excuses.
4. Solving the problem. The only reason a client picks a fight in the first place is to let you know that they have a problem. It’s your job to play along and solve that problem. Remember, this is your chance to turn a negative situation into a positive one and actually gain your client’s loyalty.