The sure fire, fail safe, system for Extraordinary Service!
D –on’t get emotionally involved. Your job is to solve the problem not have a fight about who’ right or wrong. When you get emotional you have lost control.
I – nvite the client to vent. In other words give them a mental enema! There is no way anyone is ready to listen when they have a problem until they have all that pent up negative karma.
S – Show empathy & give Strokes That doesn’t mean you agree and talk bad about your co-workers or company. Just simply say I understand, I appreciate your situation. Strokes are sincere comments about someone’s qualities or characteristics. They have a tendency to make people feel better about themselves.
A- ction. What action is necessary at this point to solve the problem? Your action and their action.
R – esults. What results can we expect from the action?
M – ake and offer. Now it’s time to take your service hat off and put on your sales hat. They are not the same. You can’t control the outcome, you can only control if you make the offer or not. You will miss every shot you never take! You will also be surprised at how many clients accept your offer.
Additionally never make the decision for your clients. You are actually doing them a dis-service if the offer would benefit them is some way!