Quick way to Win an Argument
At a certain stage in life – hopefully sooner rather than later – most of us have learned when dealing with angry customers, it pays to bite our tongue. In other words, we don’t waste time arguing with customers or rationalizing poor service. If we’ve made a mistake, we quickly admit to the error, apologize, and make amends. There’s no ‘winning’ an argument with a customer. We might win the argument but lose the customer. It would be a modern day Pyrrhic victory.
Question for you to ponder… do you use this same life lesson in your personal relationships? I admit that at times over 23 years of marriage to Lydia, I have debated when I should have shut up. Sometimes our ego makes us so self-righteous that we are determined to have the last word.
Ever notice that getting in the last word usually makes the conflict worse? Contrast that to if the other person says something less than complimentary, when we resist the urge to strike back, and instead bite our tongue. Often the other person sees our restraint and backs off as well.
I believe contemporary ‘wisdom’ about the value of sharing our thoughts and emotions is overrated – with customers, and with loved ones. Yes, there are times and places to have serious discussions about serious issues. But as I’ve pointed out before with my trusted advisor communication tips, for most of life’s little frustrations, often holding our piece, means holding on to peace. What if we let others have the last word?
Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.
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