8 Compelling Words

ashley-whitlatch-MGKGuMP9nLY-unsplash (1)If you have ever gotten a phone call from an angry or annoyed client, this message is for you.
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The call-
It was a rainy Tuesday morning when the call came through to Brenda in Dallas. The receptionist said an angry customer had a complaint. Brenda was told to try and help solve this problem. On that day I was teaching a sales training and customer service class at Brenda’s company.

The course was divided in half so customers could be taken care of during the class.

On Tuesday Brenda was in the “taking care of customers” half of the group.

We found out later how Brenda calmed the angry customer.  It was good that this had been part of our roll play the day before.

What Brenda said was perfect.

She waited until the very upset customer stopped venting – the best thing to do because when someone is angry about bad service or no service, s/he needs to vent.

When the customer paused and took a breath, Brenda used eight words to let the customer know she was sympathetic.

The Eight Compelling and Most Helpful Words

“I am so glad you called us today.”

The customer was relieved.

Brenda said she could help and asked her to please explain what happened.

The customer relaxed and told Brenda what had happened. Brenda said she understood why the customer was upset.

After the conversation, Brenda took steps to resolve the problem and then phoned the customer to let her know what would happen next.

This is what we all want, isn’t it?  Understanding and kindness plus a resolution of the situation.

What Not to Say

The temptation may be to be defensive when a customer complains. Or to interrupt and try to explain the reason for the problem.

But that only makes it worse.

After the problem has been resolved

Writing a letter of apology will go a long way towards repairing and/or creating customer loyalty.

You can get a pre-written letter of apology in my e-book with 63 different pre-written business and marketing letters.

Customer Service and Sales Solutions

You will find out more about how to respond to objections and unhappy clients – when you join my sales training e-Course.

And you will:

  • Learn how to create your own unique opening statement which will motivate the prospect to become more interested and end up in new sales for you.
  • Use authentic words that will cause the prospect to trust you and feel that you are there to help her rather than “just get the sale.”
  • Find out exactly how to create trust during the first call.
  • Discover specific questions to ask the prospect that will motivate her to think and share important information you need to move forward with the solution.

To Find out How this e-Course Fits with Your Situation

1.) Send an email to annbarr@annbarr.com with your name, company name + email address and I’ll respond to you within 24 hours.

2.) We will schedule a time for a phone conversation to talk about your situation, challenges and goals.

Thanks for reading – here’s wishing you a healthy and beautiful day!

- Ann
PS:  You can use your BTA Educational Discount for this e-Course

He Persisted

alejandro-escamilla-LNRyGwIJr5c-unsplashThe key of persistence opens all doors closed by resistance.”  – John Di Lemme

First:

Thanks so much to everyone who let me know that one important website was not working correctly.

I am truly grateful.

Thanks especially to Chad in Minneapolis who tried – persistently – to purchase my e-books on this page.

What Happened?

The page was not working the way it was supposed to work. He kept getting an error message when he tried to buy an e-book :-(

Chad tried again. This time another page.  And another. Same annoying error message.

Did he give up?

No.  He was persistent.

Chad sent me an email (annbarr@annbarr.com) to let me know there was a problem.
A BIG problem.

What To Do?

I contacted customer service for that website and – they were not surprised.  WHAT?

Yes, they were aware of the problem and were working to fix it.

Okay. Great. Thanks for letting me (the customer) know about the problem!

Good News

Whew. The site is finally fixed. Yay!

Actually fixed after I spent two hours past Midnight on Wednesday doing my part to resolve the issue.

Result?

You can now order one of my e-books or more than one on this website. Just scroll down past my photo and welcome message.

Thanks again to Chad for being persistent and for contacting me when he encountered the annoying error messages.

He ended up purchasing five of my e-books!

“Talent is nothing without persistence.” – Dean Crawford

Thanks for reading – here’s wishing you an awesome and persistent day!

Ann
PS. If you experience a problem ordering one of my e-books, please send me an email: annbarr@annbarr.com

 

 

Why She is Unforgettable

markus-spiske-1375298-unsplashThe gift of a new Chromebook was an unexpected surprise.

Not being a technical person I didn’t realize how different a Chromebook is from my HP laptop. But… wow… it is very different. Some folks LOVE their Chromebooks. I am not there…yet.

The challenge came when I needed to upload my contacts in Excel to AWeber (an email marketing platform ) using the Chromebook, because I learned that Chromebook does not include Excel. (Yikes!) Instead, there are “Google Sheets.”

To make a long story short, I needed help – really needed help – and support from AWeber. Fortunately, AWeber provides live HUMAN telephone support. And not just ordinary support; knowledgeable and patient support.

This is Why She is Unforgettable

Amanda, the Customer Solutions Specialist at AWeber, stayed on the phone with me for nearly an hour, guiding me through the steps I needed to take to make sure my contacts were in my account at Aweber. (My 8th grade teacher would have said Amanda had the patience of Job.)

I said it before and I’ll say it again: Thank you Amanda!

You May Also be Unforgettable to Your Clients

Doing your job every day, making sales, answering questions, helping your clients solve problems – could be part of your life. You may not realize the real value you bring to your clients, but when you look back at the end of the day, think about what you have accomplished, problems you have solved, and you might have become unforgettable – and valuable – to your clients.

Thanks for reading – here’s wishing you a beautiful day!

Ann
PS – My next one-to-one private sales training and coaching e-Course begins on Wednesday. To find out how this course can fit into your situation, phone me (757) 463-0924 or send an email annbarr@annbarr.com and I’ll get back to you ASAP.

PPS – Good news! Your BTA educational discount applies to this course!

 

He did Not Want This Job

jeshoots-com-219388-unsplashWhy didn’t he want this job?

Maybe it was a dislike of the word “salesman.”

It could have been because he felt he didn’t have the right kind of personality…

… or thought he wouldn’t be good at it.

SURPRISE

He IS good at this job!

For Three Important Reasons

1.) His product knowledge is excellent.

2.) His attitude is friendly and professional.

3.) He WANTS to be good at this job.

I’ve never met Kevin, but after working with him on the phone and by email, we both discovered that he is VERY good at his job.

This is what he wrote after completing the e-Course:

From Kevin

“This whole course has been a HUGE help, as I started off not wanting to do this job role. I have since been working on this more, and really enjoy what I have learnt and seeing the results and rewards pay off. Thanks, Ann!”

Kevin Norton, Alvan Equipment
Seatac, Washington

You may know someone like Kevin who is not completely confident at the beginning of a new sales position. If you do, please forward this post to him or her because it often takes a person outside of the company to help uncover talents and skills that may have been hidden for one reason or another.

Questions?

To find out if my private one-to-one coaching and training fits with your situation, call me at 757.463.0924 or send an email: annbarr@annbarr.com and I’ll get back to you as soon as possible. I look forward to talking with you!

Here’s wishing you a beautiful day!

Ann
PS – Your BTA membership discount applies to this course!

 

 

 

3 Ways to Recover a Dissatisfied Customer

Customer-loyalty-cycleWhen customers complain, they give you another chance to satisfy their expectations.
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A few years ago an interesting book on this subject by Paul R. Timm caught my attention.
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I love these three customer service tips from one of his books.
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Three Ways to show customers that you’re willing to go the extra mile for them.
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(1.) Use the 2F model.  Let the customer vent.
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Then express your concern and acknowledge the customer’s feelings by using the words “feel” and “felt.”
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In most situations, words like those help you gain the upset customer’s attention so you can start resolving the situation.
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“I understand why you feel this way.I’m sure I would have felt that way too.”
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(2.) Acknowledge the inconvenience
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A simple apology can go a long way, if it is sincere and personal. “I’m sorry you had to wait” sounds better than “the company regrets the delay.”
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(3.) Follow up to see that the problem was solved
.  And always check with the customer to make sure the “fix” held up.
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