Reveal Similar Circumstances
When you have to give a customer bad news, consider revealing your own similar circumstances. A claims adjuster attending one of my seminars explained that she used to have a hard time telling some clients when their car had been stolen and damaged that they still had to pay the deductible – even though they weren’t to blame. Ironically, she’s had much better impact since the same thing happened to her aunt. Now, she shares her personal experience with clients and they feel less like they’ve been singled-out and victimized by the decision. Sometimes it’s true that misery loves company.
Laugh and the world laughs with you. Cry, and the world looks sheepish and suddenly remembers it had other plans.
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Jeff Mowatt is a customer service strategist, award-winning speaker, and best-selling author. To inquire about engaging Jeff for your team visit www.JeffMowatt.com