February 13; An Argument Is Never Won Against A Customer
MANAGEMENT BY THE BOOK:
365 Daily Bible Verse &
One-Minute Management Lessons For The Busy Faithful

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13 February

A gentle answer turns away wrath…

Proverbs 15:1a

An Argument Is Never Won Against A Customer

Fix It

The customer was mad at Your Humble Account Manager. Really steamed. And I had it coming.

My product didn’t perform as expected and nobody got hurt. Except me. I was getting an earful of hurtful language. With lots of, let us say, colorful emphasis. When the wronged customer had vented-off some high-pressure emotion I waited a moment.

“Oh no,”I said, “I am sorry. What do you want me to do?” (Yes, I meant it.)

The customer was stunned. I fell back when he was expecting some pushback. Like, who says, I’m sorry anymore? With direct eye contact and meek demeanor?

I mumbled and groveled some more and agreed to do whatever he asked.

And then he didn’t ask for much. Some minor restocking and adjustments. And I didn’t loose the account. (Which I should have.)

Something goes wrong. And things always do. So,

  1. Face the music. The aggrieved party must be appeased in person. Apologetic boot-licking cannot be phoned-in.
  2. It is your fault. Even when it’s not. Customer Satisfaction and all that.
  3. It is you job. You can feed your ego or feed your family as sales guru Zig Ziglar would say.

Proverbs 15:1a notes, A gentle answer turns away wrath…

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