The customer is always right

By Roger M. Hunsberger ASR Industries

Call the offendedparty and assure them you will take care of the problem. Thank them for their business and ask what problemshave occurredbecause of your error. In the case of bad material, ask what replacement is needed as well as any additional quantities or products. Then ship it immediately before your competitor moves in. Selling on a complaint call is a chance to demonstrate your excellent customer service and positive attitude.

Rule #5. Stay with the situationuntil it is fully resolved. Make certain credits are issued, visits are made and every promise completed, If you or your people promise it, it musl be done.

Rule #6. If your action has embarrassed the customer or offended him in front of his public, apologize. Tell him you are sorry he was personally hurt and that you didn't intend to do that. (This does not mean you are giving anything away. It simply shows compassion and respectforanotherperson's feelings.) If you do not take the situation off an emotional plane, it is impossible to resolve it without lasting damage.

Rule #7. Dispense mildness in the face of anger. Remain calm if you are coming in for heavy verbal abuse, un- fair accusations and even personal slander. Breathe deeply and wait until the storm is over. If it is a vehement diatribe, let it run its course, then ask, "Are you finished now? I'll talk to you tomonow after I have considered what you've said."

Regardlessof the answer, walkaway, hang up the phone or otherwise cut off the conversation. You will still have to resolve the crisis, but nothing is possible until you can reason with a calmer, more rational person. Many times the offensive person will immediately calm down and be easy to deal with.

Remaining calm inthe face of anger is a difficult trait to master, but it works in severe situations. Remember, you are not condoning such outbursts and correction may be appropriate when a calmer climate exists.

Rules #6 and #7 almost never have to be used if you apply the first five in a timely and professional manner. When a dispute escalates to the highest level, senior management must become involved immediately.

Your ability to troubleshoot effectively is of great value to your company. It is a positive approach that will improve both your business and personal relationships.

The Treated Answer

Lumber, plywood, round stock stokes, poles, & pilings

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