How to Resolve Misunderstandings Between You and Customers

1. Don't make promises you can't keep about reliability and service.

2. Put all critical communications in writing. Confirm such information as delivery dates and pricing structure on a regular basis.

3. Be responsive if a misunderstanding occurs. Return calls immediately to let the customer know that you are concerned.

4. Apologize (even if it's not your fault) without accepting blame and be empathetic to the customer's dilemma. Put yourself in the customer's shoes, and try to see the problem as if it were your own.

5. Work with the customer to offer a solution. Be flexible and be creative. Offer options and alternatives.


Selling Power Magazine, September 2005