In a business as complicated as ours, mistakes are unavoidable. Try as we may, there are too many places for something to happen. How do we deal with a problem in a customer's ad? Many reps, especially good ones, are embarrassed and angry when this happens. It is not wise to let your emotions influence your reaction. I have seen reps who made a big deal out of a minor error in an ad, They made a mountain out of a molehill and the customer got caught up in their emotions. This can cost you a lot of money and in the long run, cost you customers. Look at the error logically. A incorrect phone number is a much bigger problem than a misspelled word in the body copy. Always try to be proactive and be the 1st one to let the customer know about the error. Apologize for the mistake and assure them that you will make things right. Maintaining a calm professional sets the tone for the entire interaction. More on this subject tomorrow.
Keep Smiling, Keep Selling!
Thanks
Jim Busch
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