TIP: DON'T FIGHT FIRE WITH FIRE

WHY IT IS TRUE:  An irate customer or even an employee can quickly disrupt the professional activities in your store.

PLAN OF ACTION: Resist raising your voice. Move the upset individual from the showroom into your office. Close the door, ask them to please sit in a chair, and pull up a chair yourself. Rather than trying to compete with them with an argument, start by asking serious open-ended questions. This will begin to get the individual sharing their anger. By leaning forward in your chair, you will convey your concern and sincerity. Maintain eye contact at all times. Rather than giving an ultimatum, provide them an opportunity to resolve the problem themselves. When the flame is extinguished, shake their hand and move on.


This article originally appeared in the February 2018 edition of INSTORE.

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