Thursday, August 06, 2009

Angry Customers

Doesn't matter why they are upset as much as what you do next:

Dealing with an Angry Client
Prospects who react strongly to what you present, even with anger, are going to be more involved and passionate about your offerings.

Sometimes the best strategy is to let them vent. Anger is emotional, not logical. Often as prospects vent anger they will not give a logical reason for it.

If you listen carefully for the feeling behind the behavior, the reason may become clear. Responding to the feeling that drives the anger may get you to the heart of the matter.

Source: Adapted from Presentations That Change Minds, by Josh Gordon, president of New York-based Gordon Communication Strategies

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