Some old schools of selling teach that when you speak with the customer who purchased your product you should never ask how is the product or service they purchased because that opens the door to customer complaints and can put a stop on the next sale.
Is it the right approach? No!
Per sales master Grant Cardone, the best way to handle your customer is to use the complaints as an OPPORTUNITY for another sale. Care about your customer. Find out what went wrong and then offer to fix the issue, handle his problem for him or direct him to the solution, offer the service, and then offer even more service!
People will reward you for that. People want to know that they are cared for. Nowadays, it is so easy to feel ignored.
Don’t let your buyer to be ignored by you! And you will get rewarded.
The quality of service is what you get rewarded for. People want to feel important and cared for.
You think it is the price they are getting? You think that you lose customers because someone else is cheaper?
Let’s take a look at the examples below. An advice is as good as it is practical.
Why would anyone pay £400 a night to stay at 5-star hotel when they can get it for £65 at economy class hotel with two or three stars? The answer is – the service and care they are getting.
You go to the best 5-star hotel in town. You get greetings with a big grin wherever you go, and people want to help you. Someone is there to take your luggage. You get your laundry washed. You call the reception about a blocked sink and it gets fixed in minutes. The hotel staff know your name and hold the door for you. You feel important and cared for.
Use a complaint as an opportunity to solve problems for your customer. Make sure it gets solved and offer more products and services. Win the heart of your customer by making him/her feel cared for and important. Make every sale count and treat every customer as special.
