Category Archives: Difficult Customers

How to Sell to Internals

How to Sell to Internals

My coaching client Brenda, the owner of a web design
and google ads management company, had done an analysis of the current web strategy for one of her prospects.Skeptical
She had unearthed valuable information but had
no way to present it
.
And her prospect, also a business owner could be difficult to deal with. Continue reading

Ways to use NLP and the LAB Profile® to get results

I just came across an interview I did with Dianne Lowther, an excellent UK-based
NLP and business trainer, and a friend.

I re-listened to it and realized that we were talking about very practical ways to use NLP (Neuro-linguistic Programming) and the LAB Profile® to:

– create a depth of rapport and credibility with anyone
– help your coaching clients’ solve their issues without having to argue with them
– what you have to do to actually apply it
– how to increase response rates for marketing and sales
– how to get agreements sooner in negotiating and bargaining,
– how to influence people through others, when you can’t talk directly to the decision-makers,
and much more.

Have a listen yourself and see what you think!
I hope you get lots of great ideas from this!

If you open this recording on your smartphone, you can listen to it in your car, walking, running, on the train, or anywhere!

Hint Alert: There are lots of ideas in this recording. Remember the key to applying good ideas is identifying step-by-step how to use an idea. First identify your outcome, then the steps to get there. And commit to following your plan! (Is that the hardest part? lol)

Cheers,
Shelle
ps. If you want to know more about how you can get more business, better results in coaching, solving clients’ communication problems, etc.,
check out my LAB Profile® Consultant/Trainer Program
August 1 to 12, 2016, Paris, France

Top Ten Mistakes Women Make with Their Partners

And how you can avoid them in your relationship!

Here they are:

  1. Believing their partner thinks like they do even when they know that’s not true.
  2. Thinking their partner can pick up hints — they can’t.
  3. Being convinced that their partner knows what they want.
  4. Allowing discomfort or some other reason to stop them from talking to their partner about what is is important to them.
  5. Swallowing disappointment, frustration and annoyance till the negative emotion bursts out into resentful yelling.
  6. Telling their partner what to do and expecting that they will do it.
  7. Nagging their partner repeatedly when the partner hasn’t done the “honey-do” list.
  8. Feeling frustrated and powerless because their partner won’t do what they told them to do.
  9. Not considering alternative ways to communicate when the above strategies don’t work.
  10. Resigning themselves to having a mediocre or poor relationship.

How many of these have you caught yourself doing?
This doesn’t have to continue! I have created an iPhone app just for you!
Check out this short video to see how the app works.

It is one of 3 helpful videos in my HusbandMotivator™ IPhone app.
If you want to know exactly how to talk to your partner (whether your partner is a man or a woman);
what to say & do and more importantly what not to say or do,
please check it out in the app store: Look for HusbandMotivator(tm)
This loaded app lets you:

Pick a specific kind of situation, (and you can use it over and over for different situations!)
Helps you identify your partner’s key Motivation Triggers in that situation
Teaches you the 4 Step Motivating Method
Gives you a summary script to get your message across, and
You can email yourself the script so it’s handy when you need it!

And if you are thinking: “What about a WifeMotivator app?”,
don’t worry, you can use HusbandMotivator(tm) with anyone,
including the most difficult people in your life.

Check it out for yourself in the app store and
see how you can improve your communication about:
Activities
Chores/Tasks
Family
Health
Money/Finance
Relationship/Intimacy
Work/Career

I’d love your feedback on the app! Please tell me what you think.
Cheers,
Shelle

How to Open a Closed Mind

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I was with a person in her early 20’s and I heard her repeat several times in the conversation: “That’s how I am.” Or: “I always have this problem.” Or: I can’t do that.” Or: “I don’t do that.”

“What a shame!” I thought. She has limited her life in so many ways, simply by making up her mind about what is possible and not possible for her. It’s like walking down a corridor and deliberately closing many of the doors, locking them and throwing away the key.

I say deliberately because it is a choice, but I am aware that she, and probably most of us, don’t realize that we ourselves are making these decisions at the time – often we perceive them as facts, not opinions.

The Scientific American Brain and Mind (2015 March/April), cites a large body of research that came to the following conclusions:

  •  Students who believe intelligence is “malleable” do better in university than those who do not.
  • Partners who are convinced personality is malleable do more to resolve conflicts by looking for mutually-beneficial solutions.
  • People who see “adversaries” as flexible, view them more positively.
  • Minority students who decide that people’s biases can change over time may be more motivated and resilient even during negative events.
  • People who are more flexible negotiators do better than their peers.

So what do you do when you notice that you or someone else have closed a bunch of doors?

Firstget permission. There is little point talking to a closed door.
“Could I give you a slightly different perspective on that?” may open the door a crack.

Check again to pry it open a little wider: “I had an idea about this and I’d like to find out what you think.”

If the person expresses or shows some curiosity, now they are peeking out to see what else might be out there. Good start!

Second: State your door opening idea as a possibility or a suggestion and then give the benefit of the suggestion and the problem it solves.

Example:

“I was just thinking what if you broke down this desire into some steps and put them in your calendar as “to do’s” each week (suggestion)? Then it would be clearer, what you needed to do and you could follow your plan (benefit). That way you wouldn’t be stuck in the same place any longer. (problem solved – moving away from the problem).”

Lastly, after they have thought about it or discussed it, help them take a first step through the door. “If X were possible, I’m wondering what the first step might be.”

Example: “If you were to think about making this desire happen, what might be the first step?”

To really help someone open and pass through a door that they had closed, it is important to end on a concrete step, a procedure.

If you end a conversation on all the options, they may still be stuck, because they first have to choose which option to take.

The next time I catch myself deciding something is too difficult, not within my capabilities or not likely to happen, I will:

  1. Ask myself if I would like to consider another possibility (permission).
  2. Ask if it were possible/desirable, what would be the point (benefit) and what issue would it solve for me (problem solved and moved away from)
  3. What would be the first step?

Please try this out and let me know what you think!

Dealing with Upset Customers

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It’s really important to know how to calm down your customer quickly, get to the root of their problem, solve it, and nourish the relationship for next time.

If you’ve had a chance to look at my book, The Customer is Bothering Me, you’ll get this all laid out for you, but there’s four key steps.

1)     Treat the Emotion First
Most people cannot do these two things at the same time; they can’t be upset and be logical. If you’ve got a customer that’s upset and you try immediately to solve their problem, they probably won’t co-operate because they’re busy being upset and they need you to understand that. So treat the emotion first.

The key is to meet your customer where he or she is. My strategy may seem a little silly because most people are taught to stay calm. But if you think about it, when you are upset about something and the person you are speaking to stays calm, and doesn’t acknowledge either verbally or in their tone of voice that you are upset, it can feel like they are not really hearing you.

Instead, I suggest that when your customer becomes upset about something and they raise their tone that you raise your tone to almost the same level, but you say something helpful and we call that getting upset on behalf of your customer.

This is not the same as yelling at your customer. Step number one is to get upset on behalf of your customer, show them that you are surprised and upset with them. If you don’t sound like you’re surprised when they are upset, your customer may believe that this problem is normal, you don’t care, this happens all the time and your whole company doesn’t care about what happens. Remember, everything you do determines what your customer believes about your whole company. So for step one, treat the emotion first.

Click here to find out more about how to match your customer’s tone, and what kinds of things you can say that will be helpful.

2)    Clarify What the Customer Actually Wants and Take Action

Whether or not you agree that it’s a problem, if the customer thinks it is a problem, we need to sort out what it is they need.  You can suggest two options here that will solve their problem. In my book, The Customer is Bothering Me, there is more information on exactly the wording to use with upset customers.

It is important to make a suggestion at this point, as if you ask the customer “How would you like me to fix this?”, they may become angry again since they will be expecting you to be the expert and to know what to do to fix the issue. So step two, clarify what the customer wants and take action.

3)    Make Amends

Many people don’t think about this, but if your customer is upset, to him or her it is as if they have been hurt. So our third step is to make it up to them. It is not enough simply to say, “Well I’m sorry”. Remember when you were a child and your parents told you to say you’re sorry, your siblings knew you weren’t really sorry. Your upset customers know you are not really sorry either. So what can you do to make amends? Does your company have a policy so that the person actually dealing with the upset customers can make amends right on the stop without having to ask for permission?  So step three, make amends.

4)     Nourish the Relationship for the Future
Make sure that you communicate to your customer so that whenever they contact your company again for any reason, that you have set them up for a positive experience. You can do that by saying, “Listen, any one of my colleagues will help you find what you want and if there are ever any issues, we’ll do whatever it takes do to solve it.  We are your personal fix-it people”.  Make sure they can see a picture in their mind’s eye of how it will be next time, (such as “fix-it people”) That’s how to nourish the relationship for next time.

If you want more information on strategies for dealing with customers and creating a great customer experience, check out my book, The Customer is Bothering Me, available as an EBook or available in paperback form.

Hope you enjoyed this. Let me know if you got any great ideas from Shelle’s Top Tips.

Shelle

Click here for more of my blog posts
http://www.theshelleblog.com

Click here for my articles
http://www.shellesarticles.com

Click here to see me in action
http://www.shelleinaction.com
Contact Us:
+1-905-639-6468
melody@wordsthatchangeminds.com

Are you Macho? Of course not, but are you sure?

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Are you Macho? Think about it. Do you find yourself resisting other people’s ideas because you already know all about it? Be honest. I am one of the most Macho people I know. Why just yesterday, someone I respect was giving me good advice about a project I was working on and there I was….. going on as if I knew it all already.

So I’m asking you ….. Continue reading

Airline Industry Unprepared for Winter!

It is an outrage that once again the airline industry in Europe and around the world was not ready for a winter storm….. at Christmas time! Why isn’t the world press outraged?

Continue reading

But this is just for new customers

“Hello Ma’am, I would like to talk to you today about a special deal for Bell Internet, TV and home phone service.”

“That’s great. I’m a Bell customer and I’d love a special deal.”

“You’re a Bell Customer?”

“Yes. And I’d really like the special deal.” Continue reading

The Customer is Bothering Me is here!

 

How to Change Attitudes, Improve Results and Grow Your Bottom Line

I’m so excited that it’s finally done. Find out more at www.TheCustomerisBotheringMe.com

This book is based on my Words That Change Minds Power Principles:

Everything you do influences the emotional state of your customer. Everything you do determines what the customer believes about your company.

Shelle Rose Charvet

Continue reading