I admit it - I love watching "Operation Repo" on OLN> It's a manual on how not to break bad news when doing business. On the show, when owners discover their vehicles being towed for failed payments, they often become angry, argumentative, and even violent. As the owners become increasingly agitate the repo people typically start telling them, "Calm down." That's when sparks fly. Owners resist taking this order, and become even more belligerent. That's why in my seminars when we discuss strategies for gaining cooperation with difficult customers we go into the power of empathy. In this case, rather than telling someone with an empathic statement like, "I understand that this is difficult... no one likes to have this happen." Something I discovered in my university days when I worked part time as a bouncer - the phrase 'calm down' never works. EVER.
Today's Chuckle:
The only man who is a bigger fool than the one who knows it all is the one who will argue with him.
Like to forward or reprint this tip?
We have some options to make this easier for you. Click here for a printer-friendly CDrom with all Jeff's tips. Click here for Jeff's book with 101 top tips. If you'd like to cut and paste any of our tips or articles from our website, you are welcome to do so providing you include the following bio and contact information after each tip or article.
Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
Click here for Jeff's Latest Tip
and to Subscribe for FREE updates
Copyright© 1992-2010 JC Mowatt Seminars Inc. All rights reserved.
