Hero Story - Business


The Client Break Up: When to Recognize It’s Time to Move On

As difficult as it may sometimes be, there are times when you simply have to draw a line in the sand when it comes to ending a client relationship.

Whether the parting of ways is mutual, born out of a misalignment of expectations or otherwise, it's never a pleasant step to have to take. Thinking about breaking up with a client? Here are some considerations that could help inform your next steps.

The Difference Between Good and Great

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon?

I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you're doing.

Answer the Question the Right Way

Sometimes a customer asks a question, and then either doesn't understand or like the answer. And sometimes, it's more than just a misunderstanding or a breakdown in communication. Maybe it's because the employee doesn't want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.

Closing the Sale

Half of the battle when it comes to selling is finding the right client and getting the conversation started. But just because you've climbed that hill doesn't mean there isn't a taller mountain to climb just beyond the horizon. Sometimes once-eager potential clients begin to have second thoughts, display unsure body language, or—perish the thought—ghost you completely. To get some insight on closing the sale, we tapped the expertise of our own sales team here at Groups Today.

How to Deal with Customer Complaints: The Perfect Thing to Say

There are many ways to deal with complaints or angry customers. I've written a number of articles on the different ways to do so, and today I want to add an excellent technique.

The idea is to say something that lets the customer know you understand the problem, you're in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they're exhibiting. I refer to this as The Perfect Thing to Say.

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