I made a call on an account to resolve a customer service issue for one of our inside sales people. The rep had failed to follow a procedure that lead to the customer's ad failing to appear in several editions of our publication. The customer was quite upset. After explaining the situation he calmed down considerably. The customer thought that the rep had intentionally deceived him, and was relieved to learn that it been a simple mistake. This is why it is always better to tell the truth when you make a mistake. Customers can forgive a mistake but a breach of trust is permanent. When dealing with a customer honesty is always the best policy. Lying to save face is a bad idea.
Keep Smiling, Keep Selling!
Thanks Jim Busch
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