the Nightmare Customer by Debra Kahn Schofield, The Weekly
Guerilla. How to handle difficult scenarios to the customer's satisfaction:
- Presenting price increases.
Example: Explaining why prices have risen.
- Announcing change.
Example: Asking the customer to try the new approach and
report back on how well it worked.
- Establishing credibility.
Example: explaining your credentials to build customer
confidence in what you offer.
- When the customer isn't right.
Example: Find out how the misunderstanding might have
occurred, instead of just proving the customer wrong.
- When the customer is right.
Example: Admit it and take the responsibility for the error.
- When the customer won't pay.
Example: Keep collecting debt impersonal, such as "The
account is overdue" versus "You owe us money."
Truth About Customers by Jay Conrad Levinson, The Weekly
Guerilla. A long list of reasons why customers buy, with an emphasis
on the benefits they receive. A few examples:
- "They buy your credibility or don't buy if you lack it."
- "They buy the consistency they've seen you exhibit."
- "They buy the confidence you display in your own business."
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