We all experience the seller who calls to complain about their property not selling. We also experience the angry buyer who can't believe they didn't accept his offer. Sometimes they call at the most inopportune times. How do we handle these calls? Our goal when an unhappy person is on the other end of the phone is to calm them down and figure a way to remove their complaint as quick as possible.
Well before I address how to deal with them, I think it is a good idea to give you an example of what NOT to do. This is Caelin, and as many of you know, he is the newest member of our team. We are still grooming him on his phone skills. I had an opportunity to record one of his calls the other day. I am not exactly sure what the person on the phone said, but as you will see, Caelin did NOT handle this call in an effective way.
Yikes! My guess is that whoever was on the other end of the phone with Caelin was not calmed down and their concerns were definitely not put at ease. As a matter of fact, this probably would result in them calling back in to talk to his boss, or never using our services again. While phone skills don't seem that big, they are HUGE! If a person becomes displeased while on the phone with you, you just lost their business forever. Plus, they will probably then pick up the phone and call all their close friends to complain as well.
So now that we have shown what not to do, and also the importance, lets get down to ways to handle these difficult callers.
Tip #1
When on the phone with an angry person, let them do the talking. Sometimes they just need to blow off steam and get what has been on their chest for the past week out in the open. If you begin cutting them off you will just increase the situation.
Tip #2
Don't Argue! No matter how wrong the person may be, if you begin challenging what they are saying and arguing with them on the phone, you will never make any progress at solving the problem. Instead you will just make them angrier until they probably hang up on you never to be heard of again.
Tip #3
Show sincerity and concern. I think the age old saying "People don't care how much you know until the know how much you care" is key to problemsolving. They want you to realize that their problem is a major issue to them and that they don't just want you telling them what you are gonna do.
Tip #4
Don't Patronize! Dont behave towards someone in a way which is kind and friendly but nevertheless shows that you are being condescending. People hate that and can pick up on it almost instantly.
Tip #5
Lead them to the answer. My father tells me constantly that it is not always right to be right. When dealing with difficult people on the phone, if you can lead them to the answer and allow them to discover it on their own, it will make them feel better. They will end the call feeling good about themself. Besides remember, it's not about you, it's about them.
I hope these 5 tips help increase your business. If there are other tips you use that work effectively, leave them here!
Jeremy Blanton-Myrtle Beach Expert
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Jeremy- Those phone calls are always difficult yet they come with the territory. I find that the #1 best way to handle them is for me to be the one making the call not the client calling me. If a client is calling me because their house has not sold then I have not been keeping in touch with them enough. Same with a Buyer client. By the way, Love your newest 'team' player. hes a cutie
What you are saying is I have to be nice and let them unload on me. Yikes, I guess I have to eat crow.
Jeremy...
I think that Mel and Amanda will attest that I need some work in this area!
Most people want to vent at someone and right now you are it. Great advice.
Hey, Jeremy.
Do I know you? Were we in the same customer service class back in Riverside, California, on July 17, 1978? When did you move to the East Coast? You didn't let the earthquakes scare you away, did you? LOL
Beautiful post.
Back in 1994 I was in a seminar in Chicago titled "A Complaint Is a Gift." It happens to be the name of a best-selling book as well.
Readers would do well to read that book, especially readers who might not agree with Jeremy's blog here. Thanks, Jeremy.
thank you for the reminder -- I seem to pause and let them feel uncomfortable and let them talk it all out and then discuss creative solutions after the venting is done -- thanks for the steps as a reminder
How cute is your child?
Great tips, I need to work on my listening skills.
Great tips. I like #1 th best. Let them do the talking. Thanks for the reminder.
As you state in #5 it is not personal. This is part of the business. I just listen and let the client come to their own conclusion.
Jeremy
Thank you. We could always use tips of "active listening" skills and I am always trying to improve on this.
Question: If a person is steaming mad and you are calm and collected...how do you not come off as patronizing? For example, if active listening is not the angry person's strong point and you are repeating their comments for clarity and stating that you understand their frustrations and they just continue on in circles.
JEREMY-Great post, Thank You for the reminder!
Joe
That video was very cute! I should try that on my next call.... lol~ :-)
The tips are alot of common sense things that we should know. Thanks for shring them too.
Martha- That is good advice...better to be on the offense instead of the defense!
John- unfortunately, we all have to eat crow...
Richard, I am with you on needing work...I usually have zero tolerance for that type of stuff.
Terry- for some reason their unloading on you makes them feel better, don't exactly know why..
Jim- sorry buddy, but in 1978 I wasn't even in this world LOL
Russell, I don't know that book. I will have to check it out...
Scott- the awkward pause...my favorite part! LOL
Ellie- that is actually my nephew.
Joanna- I don't consider that patronizing, I consider it being calm, not reactionary. Shows maturity in my book.
Brad- give it a try, let me know how it works for ya!
Jeremy - Thank you. I was just wondering if a irrational angry person would find it patronizing.
Joanna- I dunno...I wouldn't find that to be the case...but you never know with people!
I did, and it wasn't the same as it was for Caelin, I'm sure his callers are much more forgiving!! lol~ :-)
Brad- I think since he really doesn't "talk" back, they give him a little more leeway
Jeremy,
Wow Caelin is getting so big...and he is a cutie!!! Thanks, Fran