Principle 1: Preserve your strength
Never be in a hurry to showing off your capable & strength to your boss, especially if you are a new employee & dealing with sales & marketing activities. Let say you are confident in boost up a monthly sales to the maximum in a month time, e.g from RM10,000 (in July) to max RM20,000 (increase 100% in Aug).
If you have a choice, instead of achieve & submit a max monthly sales performance of RM20,000 to the boss in Aug 09, you are advised to separate the 100% (=RM10,000) increment into several portions, e.g 10% x 10 (increment of RM1,000 each month), even you can have 0% increment for certain months whichever market is slow. We should able to survive longer than those who promised 100% increment in a month time, as in the following month, their sales is either maintaining or decreasing!
(Is this the result your boss wanted to see? Don't forget boss always take the highest record for the future comparison!)
Principle 2: Agreement but not argument
If there any complain from the clients, for an example on the company's new business policies or strategies. If the fingers are pointing to the management, not to you, then your first action is to agree with clients' views & criticism, show them you are at clients' side (although you have some contributions to the new policies or you knew that those clients are just deliberately making trouble).
At the same time, tell them that youand colleagues have tried everything to against the new policies, and company has also tried to do some adjustment, but just can't find any solution better than the current one (although this never happen, and you do nothing for clients good). Here's the time you start to further explain on the "WHY" and say good on your company's stand & decision on the new policies launched. Normally this can help to calm down their anger, so that they will accept the changes in an easier & comfort way.
(Provide them the customer service hot line or email address for them to express their unsatisfactory & disappointment is the best way to help them release the anger)
Principle 3: Make your management wronged
When your own careless & mistake has provoked client's anger & complain. You should find chance to tell the client is not your fault, but is management's decision & instruction. Inform them you will pass the massage or feedback to the management and revert the outcome as soon as possible.
This actually just an one man show: you created the problem, you settle the problem! The management never been acknowledged, and you should prevent such a complain reached the management; otherwise, you will be more headache, as both client & management will push you for an explanation & solution. This certainly will spoil company's impression on your image & reputation!
(Even though clients may dislike our management, product or service, as long as we serve them better with zero error, they still willing to support us continuously! This is what we called "感情"......)
Never be in a hurry to showing off your capable & strength to your boss, especially if you are a new employee & dealing with sales & marketing activities. Let say you are confident in boost up a monthly sales to the maximum in a month time, e.g from RM10,000 (in July) to max RM20,000 (increase 100% in Aug).
If you have a choice, instead of achieve & submit a max monthly sales performance of RM20,000 to the boss in Aug 09, you are advised to separate the 100% (=RM10,000) increment into several portions, e.g 10% x 10 (increment of RM1,000 each month), even you can have 0% increment for certain months whichever market is slow. We should able to survive longer than those who promised 100% increment in a month time, as in the following month, their sales is either maintaining or decreasing!
(Is this the result your boss wanted to see? Don't forget boss always take the highest record for the future comparison!)
Principle 2: Agreement but not argument
If there any complain from the clients, for an example on the company's new business policies or strategies. If the fingers are pointing to the management, not to you, then your first action is to agree with clients' views & criticism, show them you are at clients' side (although you have some contributions to the new policies or you knew that those clients are just deliberately making trouble).
At the same time, tell them that you
(Provide them the customer service hot line or email address for them to express their unsatisfactory & disappointment is the best way to help them release the anger)
Principle 3: Make your management wronged
When your own careless & mistake has provoked client's anger & complain. You should find chance to tell the client is not your fault, but is management's decision & instruction. Inform them you will pass the massage or feedback to the management and revert the outcome as soon as possible.
This actually just an one man show: you created the problem, you settle the problem! The management never been acknowledged, and you should prevent such a complain reached the management; otherwise, you will be more headache, as both client & management will push you for an explanation & solution. This certainly will spoil company's impression on your image & reputation!
(Even though clients may dislike our management, product or service, as long as we serve them better with zero error, they still willing to support us continuously! This is what we called "感情"......)
1 comment:
Very good post :)
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