There you are minding your own business (literally), when in charges your worst nightmare, or your greatest opportunity depending upon how you handle it.

What you do and say in the next 2 to 20 minutes can earn you a mortal enemy or a lifelong customer who will stay with you regardless of price change or market fluctuation.

Techniques:

Bad:
1. Become a Deer in the headlights. Allowing yourself to become overwhelmed by the situation is an all to common mistake. This is the result of not having a plan for possible negative contingencies.
Good:
1. Assess the situation. Note the anxiety level of the other person. If their speech rate high, is there skin flushed, are they sweating, are they pacing? If you know this person decide if they are displaying a noticeable change in demeanor? As long as they are displaying anxiety, you must remain supportive.

Bad:
2. Take on a superior attitude.
Good:
2. Unless you are dealing with a child, treating someone like one is a bad idea. Even if you are dealing with a child, it isnt the best way to go about it. At this point, you should attempt to gather as much data about the other persons problem as you can. Question as much as you can. Remember to keep your questions information seeking and not challenging.

Bad:
3. Refuse to negotiate.
Good:
3. Remember EVERYTHING is negotiable. Even if you come out on the short side of one deal, what you earn in referrals and good will for repeat business will more than make up the difference.

Bad:
4. Become insulted and indignant.
Good:
4. Q.T.I.P.

Quit
Taking
It
Personally

Try to remember, the person is angry about the issue, not you.

Bad:
5. Dont follow up.
Good:
5. After you have addressed the issue, contact the individual and thank them for giving you the opportunity to rectify there concern. Two of the most expensive aspects of operations are the recruitment and retention of employees and the solicitation and retention of customers and clients. It only makes sense to do everything you can to maximize your effectiveness in these areas.

Reg Adkins