During this economic slowdown, how you handle objections, complaints, and other potentially unsavory interactions with clients, associates, co-workers and vendors can take on a higher level of importance than it used to have.
People have become very skittish these days, and may be looking for any excuse to no longer work with you. Also, people seem to be less tolerant than they used to be, and understandably so. There is a tremendous amount of stress, and people are having to do “more with less” (you’ve heard that a few times, I take it!).
First, think logically. If someone is taking the time to give you an objection, it may be that they honestly want to work things out with you. Give them the benefit of the doubt, and take advantage of the opportunity to correct or clarify the situation.
Hear them out. But don’t just HEAR…You need to LISTEN.
This means listening with both ears AND all of your gray matter and concentration. Don’t just listen to what they say, try to discern what they are NOT saying. The more information you can glean, the better equipped you will be to tackle the objection.
Avoid jumping to conclusions, being evasive or rude. Try to be empathetic.
How you address these issues now may set you up to be the vendor/associate/colleague/client of choice once the economy bounces back.
Don’t miss an opportunity to leap ahead of your competitors just by using your keen listening skills!
Paula Smith / Paula@curryprint.com / Office: 410.685.2679