The Blame Game

is one game you don't want to play.

from my email:

Daily Sales Tip: Blame is Counterproductive
Approaching customer problems with the idea of establishing blame may alienate customers and undermine the business relationship.

Customers may see the "blame game" as a way for salespeople to duck responsibility and not resolve the problem. They care only about getting the results they expected when they made the purchase.

Top salespeople avoid the issue of blame. Even if it becomes clear that a customer has caused a problem, they remain in the role of customer advocate. Instead of acting as judges, they help the customer understand what needs to be done to avoid the problem in the future.

Source: Adapted from Achieve Sales Excellence, by Howard Stevens and Theodore Kinni

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