“When customers yell at you, or blame you, don’t say, “I’m sorry.” Just say, “Thank you!” – Jeffrey Gitomer
Something is going to go wrong with your product or service.
You’re going to walk into one of your busiest offices and run face first into an angry customer.
Your fault or not, the customer is going to take their frustration out on you.
The interaction usually begins like this:
- Your customer looks at you and says ,“I need to talk to you. Come in here.”
- You get hustled into an empty exam room.
- The door is shut a bit too energetically.
When this happens, no matter how upset your customer is, DO NOT say “I’m sorry.”
They just gave you an amazing opportunity to connect & prove the type of value you can bring them.
When you respond:
- Take full responsibility for fixing their situation.
- Substitute the words, “I’m sorry,” with the words, “Thank you!”
The situation may be about finances. It may be a misunderstanding. It may be real or perceived.
Whatever it is, thank them:
- “Dr Matt – Thank you for bringing this to my attention. I really appreciate you letting me know your perspective. I will work on this immediately and fix this for you.”
The advantages of “Thank You!” vs. “I’m Sorry.”:
- Creates an opening to partner with your customer.
- Turns an obstacle into an opportunity.
- Shows your desire to take action.
- Exhibits a ton of self-confidence.
If you feel personally responsible for what happened, add:
- “I apologize this happened. You got my word I will fix this.”
Being confronted by a customer is not fun, but it’s an awesome opportunity to take your relationship to the next level.
It’s not what happens, it’s how you respond.
Respond by empathizing, engaging, & serving.