Quickly Find Agreement With An Unhappy Customer
September 5th, 2006 | Michael Pink
We are talking about the 5th guiding principle for business: the concept of being agreeable. By that, we not only mean having something so simple, yet so wise as to readily bring others into agreement, but we also choose to look for ways to find a place of agreement with our customers. For example, though I am not one who believes the customer is always right, I do believe they are always the customer and I will do my best to serve them well. So when a customer calls up and says the cassette player ate the tape and they want a replacement, we replace it even if we believe it wasn’t the fault of the tape.
In customer service issues, if you get an irate caller, find a place of agreement as quickly as you can. I remember when a phone company out west had dropped the ball shamefully with us and I was not a happy camper. When I called about our business line being out of service “again”, there was some tension in my voice, though I tried to hide it. The first thing the lady on the other line said was, “I can understand why you would be upset. I’d be upset if that happened to me.” She came into agreement with me and it immediately diffused the situation. She wasn’t defensive. She quickly found a place of agreement and we were both better off because of it. She practiced what Jesus said, “Agree with your adversary quickly, while in the way with him, lest he deliver you to the judge…”
Make it one of your company values to find agreement quickly with your vendors, your clients and your prospects. It will build loyalty, strengthen your business and relieve a lot of stress.
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September 6th, 2006 at 8:09 am
I just want to know where in the bible to find “Agree with your adversary quickly…”
I want to read more about it.
Thank you and have a wonderful day.
September 6th, 2006 at 9:33 am
Michael,
What if roles are reversed - what if it is the seller upset with the customer? The customer, in this case, commited to double their spend with us in lieu for better pricing. 10 months into the contract, however, they have yet to do so and apparently are taking no steps to follow through on their commitment. Oh, and their spend has actually decreased 10% versus prior year.
How are we to come into agreement with our (it would seem) adversary in this case?
September 6th, 2006 at 11:01 am
One of my core purposes in business is to “take the fear out of the transaction”. This is my way of “loving your neighbor as yourself”. I believe that if we do our best to create an environment where it is easy to do business with us we will find less situations where we have irrate customers and less need for damage control. If we consistently take the high road we will occassionally be trampled on but ultimately we will prosper.
Steve, you might try meeting with the client to see what you can do to help them increase their own sales in order to be able to fulfill their contract. Also, do you pray for their success?
September 6th, 2006 at 2:43 pm
Michael, I recently purchased your (3) tape series, “The Moses Questioning Strategy.” Traveling on Labor Day afforded the opportunity to listen to all of them (at least once). Today, I started over again with paper and pen in hand. I am so excited to learn what I have been doing wrong as well as what I’ve been doing right and some excellent new strategies. This tape series can work for ANYTHING including evangelism. May God continue to bless you for sharing and teaching His orderly principles. And thanks from me.
September 6th, 2006 at 3:27 pm
Nancy,
This is Matthew 5:25.
Hope this is helpful.
September 12th, 2006 at 10:12 am
Hey gang…
Just got back in the country. Great stuff here. Steve, I believe Larry gave some good advice. I would only add that I would meet with the client to find out what is going on in their business. There may be some very good reason their commitment isn’t up. That reason may be declining sales on their end or they may be being courted by another vendor and giving them part of the increase you were looking for. Do as Gail (4th comment on this page) has suggested and review the Moses Questioning Strategy with pen and paper in hand and find out what’s going on. Then see how you can help them and definintely pray for them.
Thanks Meredith for answering Nancy’s question and thanks Gail for the kind remarks regarding the Moses Questioning Strategy. As you deliberately apply what you learn, you will open up opportunities and increase sales. Blessings to you all!