{"id":638,"date":"2019-06-24T11:52:22","date_gmt":"2019-06-24T09:52:22","guid":{"rendered":"https:\/\/www.martaczaplabystrowska.com\/?p=638"},"modified":"2019-07-04T15:24:22","modified_gmt":"2019-07-04T13:24:22","slug":"3-mistakes-in-difficult-situations-with-the-customer","status":"publish","type":"post","link":"https:\/\/www.martaczaplabystrowska.com\/en\/3-mistakes-in-difficult-situations-with-the-customer\/","title":{"rendered":"3 mistakes in difficult situations with the customer"},"content":{"rendered":"[vc_row][vc_column][vc_column_text]\n<h1><span style=\"font-weight: 400;\">3 mistakes in difficult situations with the customer<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">I have been cooperating with clients from around the world for over 17 years, during which I experienced many difficult situations.\u00a0It allowed me to work out and prove good practices in building long-term relationships.\u00a0No matter where your customer comes from, he\/she expects:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">You listen and treat him\/her as your most important customer<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">You meet his\/her need and not sell your product instead<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">You provide various solutions and let him\/her make a decision<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">You speak his\/her language<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Therefore, I would like to highlight three common mistakes in building customer relationships in difficult situations.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Mistake # 1: Do not contact the customer in critical situations<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">I worked with an American customer, publisher of a weekly printed magazine.\u00a0After a few years of our great cooperation, an accident happened.\u00a0The whole edition of the weekly magazine has been completely destroyed in transport (fortunately no one got injured).\u00a0How can you tell your customer that the weekly magazine will not be released this week?\u00a0Of course I could not tell him.\u00a0Instead, we immediately launched the emergency plan prepared earlier &#8211; we produced the weekly again and divided the transport into smaller cars to speed up the transport.\u00a0In the meantime, I contacted the client and explained what happened and how we solved it.\u00a0I asked what else we could do to speed up the distribution on his side.\u00a0The customer indicated a different delivery address, which was the next stage of its distribution.\u00a0The weekly appeared on time.\u00a0What did I learn?\u00a0Preparing the solution, open communication with the customer and engaging him in the action plan allow customer to take his own actions. \u00a0Thus we strengthened the reliability and credibility as his business partner.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Mistake # 2: Do not contact the customer after you delivered your product<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Imagine that the customer has just received your product, and you acknowledge that if \u00a0you do not hear from him\/her, everything is OK.\u00a0After a few weeks, you contact your customer with the question when the next project starts and you find out that your product was completely different from the one he ordered.\u00a0The customer was so angry that he did not even want to lose energy to contact you.\u00a0Guess, would the customer still order anything from you?<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Mistake # 3: Complaint &#8211; Run away!<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">It happened &#8211; a complaint!\u00a0You know that all was buttoned up to the last detail, delivery was on time and you were 100% with hands on the project:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><b>keep calm<\/b><span style=\"font-weight: 400;\">\u00a0and separate the problem from the person &#8211; he is not targeted at you, but at the situation.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>let the customer speak<\/b><span style=\"font-weight: 400;\">\u00a0and express his frustrations &#8211; allow yourself to listen carefully and put yourself in customer&#8217;s shoes.\u00a0Assure that you as much as him want to solve this situation.\u00a0Have full control over this conversation.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>determine the facts<\/b><span style=\"font-weight: 400;\">\u00a0and get as many details as possible from the customer after you let him express any regrets giving him the feeling that he was heard.\u00a0Ask questions (not the scripts) showing curiosity and interest.\u00a0Imagine that it is the\u00a0<\/span><b>opportunity<\/b><span style=\"font-weight: 400;\">\u00a0for you\u00a0<\/span><b>to improve<\/b><span style=\"font-weight: 400;\">\u00a0your products and grow your business.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>prepare at least 2 solutions<\/b><span style=\"font-weight: 400;\">\u00a0.\u00a0Give the customer the opportunity to make a decision giving him the feeling of being the number 1 customer.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>act<\/b><span style=\"font-weight: 400;\">\u00a0and let the client know how you operate in difficult situations.\u00a0This is the opportunity that the client offered you to build long-term relationships.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Call the customer<\/b><span style=\"font-weight: 400;\">\u00a0after a few days and make sure everything is OK.\u00a0Believe, the client will come back to you with the next projects.<\/span><\/li>\n<\/ol>\n[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>I have been cooperating with clients from around the world for over 17 years, during which I experienced many difficult situations.\u00a0It allowed me to work out and prove good practices in building long-term relationships.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":641,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"class_list":["post-638","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>3 mistakes in difficult situations with the customer - Marta Czapla-Bystrowska<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.martaczaplabystrowska.com\/en\/3-mistakes-in-difficult-situations-with-the-customer\/\" 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