My first sales mentor used to rub his hands together in glee when we had a problem with one of our clients. "Any fool can do it when it's going well but only a real star can do it when it's not" he would say. He was right.
I'm not saying you should go out with the intention of pissing your clients off - far from it but when a problem occurs why not use it to your advantage.
Try this 7 stage approach to dealing with client problems: -
Problems can cost you time and money but they needn't dent your reputation. In fact they can significantly enhance it, building your personal brand and helping you stand out from your competitors as you go. As my friend Graham Davenport always says "Usually after I've sorted a problem out I end up coming away with another order". I bet you do Big G.
So next time the phone rings with an irate punter on the other end rub your hands together with glee and get stuck in!
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