11 Ways to Get What You Want - Be a Clever Customer!Written by Martin Haworth
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Ask Something Else When they are answering your questions, ask them, once or twice, a little more about what they have told you. This shows that you have been listening and value their information. This powerfully builds bond even more between you! Open and Closed By asking some open (what, how, why, where, when, which) and some closed questions (those which only need a 'yes' or a 'no'), you will vary pressure they feel under. Being able to say 'yes' or 'no', as well as giving you lots of information, means that they get a few breaks and don't feel quite so 'interrogated'. Say Thank You At end of their answers, whether you have reached a satisfactory conclusion or not, thank them for their help - make them feel valued. Invest It's great to invest time in spending a little time in 'chat' mode with your sales person. If they have time - you have to judge from their manner, whether they are in mood to spend time with you. It varies from person to person, time of day and location. But it's worth being aware of. Part Well At very end of transaction, make sure that you add a smiley 'thank you' to mix. Selling stuff all day is tough in itself, without all extra clutter that sales people have to do for their organisation. So by 'making their day' you will be creating a relationship which will be valuable to you for years to come. And For Exceptional Cases Make sure that you are aware of their name, and write and tell their boss - better, their head office. This may or may not do you any financial benefit, but hey, it sure will make you feel great that you have 'made someone's day' by telling rest of their organisation about them!Being smart as a customer can get you benefits that you never expected. Being an awkward, 'clever' or downright obnoxious customer will never help you. By using these tips, you will receive more than you might expect, not every time maybe, but sometimes - and that has got to be a win.
© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).
| | 6 Simple Steps to Dealing with Difficult ManagersWritten by Martin Haworth
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After discussion above, is 'escalation'. Most people actually want to feel that they are doing a good job - and if they can't, it's time to get a life and move on. This tough discussion will be a lot easier if you've followed previous steps and it will also mean that you are more protected against criticism. So now is time to get tough with whatever formal procedures your organisation has. In different countries this will vary, but it requires tenacity and consistency on your part. But, what usually happens, is that folks realise you are serious and move on themselves.If they are resilient, go down your formal disciplinary route carefully, but do it! There is a moment when you can say, 'This isn't going to get any easier, how can I help you resolve this...?' Be firm. clear, fair, resilient, tenacious and ultimately realise that their behaviours are where they are going wrong, not them as people. Truthfully, you are doing them a big favour - one which others may well have not been prepared to take on - and that did these people a disservice.Goodness knows what some folks have experienced in their lives before they got to us - some are redeemable, some are not - sadly, that's life and we can't be responsible for anyone else, after all it's tough enough being responsible for ourselves. And difficult managers are ultimately no different than anyone else - so this can be used elsewhere. This is do-able and you will benefit from experience (though some days you might curse a bit!). You deserve peace of being able to work constructively with all of your people, whoever they are.
© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).
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