Ellen Rohr
Contributing Writer
Have you seen the TV show, What Not To Wear? In one hour, they perform a fashion and grooming make-over on a disheveled woman (baggy sweats at the mall) or a way-too-casual man (tank top out to dinner.) The show demonstrates how, with a little education and practice, you can transform from schlubby to sensational. Really, it’s just a few tips. Wear nice clothes that fit. Accentuate your best features. Put on a little makeup. Stand up and smile.
Hmmm. I wonder if we took the same make-over approach to what we SAY? Imagine if a hidden audio recorder captured your conversations? Yikes! Suppose we established a few basic communication rules and improved the way we interacted with others? What if we assembled a list of frequently asked questions about our business and crafted helpful answers? What if we selected three tough questions (about price?) and practiced appropriate responses? I wonder…
How would you handle THIS situation?
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Your customer tells you your pricing amounts to, “Highway Robbery.” (This is two days after you completed the job when her kinda-handy brother-in-law shows up to inspect the work.)
Here’s What Not To Say…
“Where was your brother-in-law at 3 am, when you called me?”
Or, “You get what you pay for. We don’t charge anything to criticize someone else’s work either.”
How about this instead…
“I wish it were not so expensive to run a professional service company. The trucks, the insurance, the training, the inventory, the safety programs, the 24 hour phone service, the wages for top notch plumbers…it costs a lot to put this show on the road. Our prices are based on our costs of doing business. I wish we could charge less. We do our best to support our pricing with our superior service and first rate personnel.
“However, you are upset and that’s not OK. Our goal is your 100{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} satisfaction. What would you like me to do so that you can be 100{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} satisfied with our service?”
Listen. Then do it. If she asks for all her money back, do it. Most folks don’t want something for nothing. Maybe 2{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} of the population is downright rotten and would rip you off like that. Most people are just making sure that you are not ripping them off. A little love and understanding goes a long way. And, sure, you could sue them and wind up in court. Or, you could learn from this situation. Debrief the call and look for ways to improve your sales and operational procedures. I vote: do what she asks and a little bit more.
Or THIS situation…
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Your kid announces he wants to quit school (job, football team, marriage…you get the idea.)
Here’s What Not To Say…
“What is wrong with you?”
Or, “Winners never quit and quitters never win.”
How about this instead…
“I bet you have been thinking about this for a while. Want to fill me in? I promise to listen and if you are interested, I could share some thoughts with you…ask you some questions. And, I will love you whether or not you take any advice from me. How does that feel to you?”
These words aren’t meant to be memorized and delivered verbatim. The intent is to help you choose better words, words that may help you communicate more effectively. Some people get the message by a raise eyebrow. Some folks need to be grabbed by the chin. Play with words that work for you, customized to the appropriate audience.
Comments, questions or challenges? Reach me at 417.753.1111 or contact@barebonesbiz.com Ready for business to be easy and profitable? It’s possible! Check out www.StepByStepBusinessBuilding.com and www.GetMoreCallsNow.com