Dr. Kevin Nunley's Biz Tip:
Lame Excuses
Ever call a company to check on a problem or complain about an error and have the person on the phone give you a lame excuse? It probably just made you madder.
Recently I called my local trash pick-up people to put a bug in their ear about the poor service I was getting. They gave me a lame excuse designed to get me off the phone (and I probably deserved it for being difficult!)
Lesson learned: Don't underestimate a customer's intelligence by making them settle for a shallow answer.
If they say your price is too high, tell them why you have it priced that way. If you mess something up, tell them "You're right, I messed up."
Most customers are taken back by your honesty and come away admiring your character.
If you don't know the answer to a customer's question, be quick to admit it. Promise to find out and get back to them. Even a furious customer will suddenly calm down when they see you are genuinely interested in helping.
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About the Author: Dr. Kevin Nunley is one of the Net's leading authorities on business promotion. He provides short articles on a wide variety of marketing and sales subjects. See his 10,000 marketing ideas and popular promotion packages at http://DrNunley.com. Reach Kevin at kn@drnunley.com, Kevin Nunley, 54 Ponemah Road, Amherst NH 03031, or 603-249-9519.
Copyright © Kevin Nunley. All rights reserved.
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