Sadly, awkward attempts to recover from errors made usually lead to embarrassment, and many times, loss of the sale.
It is how you respond to the errors that make the biggest difference for saving the day. And, it is your reaction to the incident that defines your personal brand in the moment. Prospective clients will take a clue from the behavior displayed for whether or not to move to the next step.
Focus
Clientele satisfaction is what drives business further. Clients are presented with two choices; either to provide horrific commentary that will put you out of business. Or, the improved scenario is, they may become your salesforce in disguise by becoming a returning and referring clientele. For this reason alone, clients should be given the attention they deserve.
Acknowledge
The first step is to take responsibility for the action in question. Rather than make excuses for the mishap, either ask permission to try again, or, take control by fixing the event. Make assurances you will fix the wrong and that lost money will not be incurred. The prospective client will feel relieved by your willingness to take charge. Acknowledging the error serves to further build the relationship.
Recover
Once the fix is implemented, ask for agreement that everything returned to status of the expected. Upon hearing a “yes”, then ask to move forward together. Receiving another “yes”, you are headed toward a sale.
Note: it takes 3-5 answers of “yes” for the likelihood of actually earning the sale.
Continue
Once everything is on a solid footing, continue the conversation from where it left off prior to the mishap. Your professionalism will be admired and most will be inclined to work with you.
Realistic Lessons
Being realistic, there are always some people who insist on perfection even though they themselves aren’t able to deliver on that 100% of the time. They will not forgive.
While some businesspeople become almost depressed over needlessly losing a sale, turn that mindset around with the following thought: If you begin to work with someone who is unforgiving, most likely that person will not be an ideal client, but instead, will make life unpleasant. The best step is to walk away, and be thankful you recognized the personality type upfront.
Reward
“Qualify and Match’ are the most important concepts to embrace for growing a healthy business or taking a new job. This applies both to those with whom you agree to collaborate, and those who you take on as clients.
Adhering to this, you build a well-defined business thereby further attracting the right clientele. This is the point where people become familiar with you upfront, and contact you with opportunities for your choosing.
Appreciation
Thanking clientele for their business is essential for remaining in business. You might ask for feedback for improvement or consider a loyalty reward program. E-Cards, handwritten notes and occasional phone calls all go a long way for retaining your current clientele plus encourage introductions on your behalf.
The other reward is found in repeat business, referrals and testimonials, defined as the Smooth Sale!
