Comments on: Bad Customer Service: An Opportunity to Shine http://greshes.com/2007/05/21/bad-customer-service-an-opportunity-to-shine/ Speaking of Success Sun, 29 Jan 2012 19:20:04 +0000 hourly 1 http://wordpress.org/?v=3.1.2 By: Warren Greshes http://greshes.com/2007/05/21/bad-customer-service-an-opportunity-to-shine/comment-page-1/#comment-1840515 Warren Greshes Fri, 25 May 2007 15:09:34 +0000 http://206.130.103.177/wordpress/bad-customer-service-an-opportunity-to-shine#comment-1840515 Chris,<br /><br />Thank you for the insightful comment. I love that phrase, "If customers are not encouraged to voice concern and objections we may have smooth interactions, but not quality interactions." That gets right to the point. And you're right again when you say salespeople are afraid to hear what's on a customer's mind. What they don't understand is: if they don't allow the customer to express their frustration, they'll just take it, and their business, elsewhere. Chris,

Thank you for the insightful comment. I love that phrase, "If customers are not encouraged to voice concern and objections we may have smooth interactions, but not quality interactions." That gets right to the point. And you're right again when you say salespeople are afraid to hear what's on a customer's mind. What they don't understand is: if they don't allow the customer to express their frustration, they'll just take it, and their business, elsewhere.

]]> By: Chris, San Diego CA http://greshes.com/2007/05/21/bad-customer-service-an-opportunity-to-shine/comment-page-1/#comment-1840514 Chris, San Diego CA Tue, 22 May 2007 19:28:59 +0000 http://206.130.103.177/wordpress/bad-customer-service-an-opportunity-to-shine#comment-1840514 I could not agree more. I am in boat sales. I love it when a customer voices a complaint or a concern with the product or the sales process. it allows me to pro-actively approach each of these hurdles and get right to the heart of the issue at hand. Taking an honest and straightforward approach is the best way to earn credibility with a client. Discovering and overcoming objections is how a salesperson gets to the ultimate objective.... the close. If customers are not encouraged to voice concern and objections we may have smooth interactions, but not quality interactions. Too many salespeople are afraid of what is really on their customer's mind, or of the taboo word "no" that they fail to ASK. And this is reflected in a failure to ...sell.<br /><br />Thanks for the weekly emails. I love the encouragement it gives me when i start off my day.<br /><br />-Chris I could not agree more. I am in boat sales. I love it when a customer voices a complaint or a concern with the product or the sales process. it allows me to pro-actively approach each of these hurdles and get right to the heart of the issue at hand. Taking an honest and straightforward approach is the best way to earn credibility with a client. Discovering and overcoming objections is how a salesperson gets to the ultimate objective…. the close. If customers are not encouraged to voice concern and objections we may have smooth interactions, but not quality interactions. Too many salespeople are afraid of what is really on their customer's mind, or of the taboo word "no" that they fail to ASK. And this is reflected in a failure to …sell.

Thanks for the weekly emails. I love the encouragement it gives me when i start off my day.

-Chris

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