How to handle the irate customer? Check out How to Talk so Kids will Listen & Listen so Kids will Talk by Adel Farber and Elaine Mazlish (the teen version is equally excellent). This bible of child rearing is one of the best non-business books that makes perfect sense in the business world. Read it and you will believe.
One of the best take-aways from the book was how to use the following expressions Uh-huh, Oh, Interesting, Really? I See and Mmm, along with sympathetic silence, during a customer rant. It was astonishing at how powerful these simple little words made it possible to diffuse/resolve a situation with the irate, unreasonable, emotionally charged, often loud, unhappy-and-wanting-justice customer in the calmest, most peaceful way possible. Speaking from experience, these practical tactics (and some appropriately interjected humor) help to restore sanity and harmony in a tough customer/workplace situation. Though we might fantasize about strongly articulating, why you gotta be so mean?, logically, we know that a defensive posture will just be a lose-lose situation. In the end, what we really want is to retain a customer who will remember that we tried hard to solve a problem to his/her satisfaction.
Here is an excerpt from a summary of the book …..The more I move through life and the business world, however, I am struck how the same techniques enhance communication between adults in all aspects of life. This book should also be listed in the Business/Management section. It says all the same things the high-priced consultants say — treat people with respect, do not deny their emotions, state the facts (only) and shut up and listen. This book also talks about giving praise and recognition, which makes it another reason to use it in real life, inside the family AND outside in the “real” world.
Some tips with tactics from the book:
Apologize and Listen. Immediately respond to the customer problem with, You do sound unhappy, my apologies. Let me help you. (or) I’m so sorry, I want to try and turn this around (or) if all else fails, It sounds like we owe you an apology.
Then…let the customer talk and respond at intervals with, Oh (or) Interesting (or) Uh huh (or) Really? (or) Mmm (or) I See (non-judgmental words) so that the customer knows you are listening.
Treat people with respect: actively listen, acknowledge with short bursts of Oh (or) Interesting (or) Uh huh (or) Really? (or) Mmm (or) I See. If appropriate, throw in a that does sound frustrating. As the customer is able to air the complaint, he/she should start to calm down.
On the other hand, if the customer is just becoming increasingly angry and/or abusive, try to retain integrity and calm and say something like, I understand that you’re very unhappy and I want to help you, but at this point I need to put the president of the company on the phone (or) I need to ask for your name and number so that the president of the company can call you back.
State the facts back: Ask yes or no questions, only, to get the full details of the complaint. And to reach a resolution. Once you think you have it, remain sympathetic. State back the problem and resolution. Gain agreement that the resolution you’ve discussed is understood by the customer. Say something like: So that we’re both comfortable (another good word from the book), we’ve decided that our company will fix the equipment and you will pay to have it shipped to our location (or) Just to confirm, you understand the step-by-step set-up instructions and you are now comfortable in completing the set-up?
Thank the person for calling; document the conversation point by point.
And be awed at the huge impact of Oh (or) Interesting (or) Uh huh (or) Really? (or) Mmm (or) I See!
Hope this was helpful. Thanks for reading and subscribing!
Wanted to share this blog by Jonathan at Catspit Productions. It’s well done and answers the question for many of us who are often frustrated with the process. The Catspit Forum is a great place for Q and A.
Thanks for checking out this video and subscribing.
This small, screen printing shop strives to offer sustainable, fairly-traded t-shirts and other products that are screen printed. Check out their website at www.sustainablescreenprinting.com. It’s a great source with lots of practical information besides showcasing their products and business.
This is their Modus Operandi that is: We print t-shirts! (among other things).
We seek to work with businesses, organizations, musicians, artists, crafts-people and anyone who would like to see their vision become an amazing screen-printed reality. We are here to promote beautiful situations and empowering surroundings for whole living.
Sus•tain: v. 1. To keep in existence; maintain. 2. To supply with necessities or nourishment. 3 To keep from falling or sinking. 4. To support the spirits or resolution of; encourage. 5. To endure or withstand: sustain hardships. [< Latin. sustinere, hold up.]–sus-tain´a•ble adj. -American Heritage Dictionary
Sustainability– “…meeting the needs of the present without compromising the ability of future generations to meet there own needs.” -1987 Report of the World Commission on Environment and Development
What does it mean to use sustainable practice in screen printing?
Small is Beautiful~ 1st we are a small shop. Being small allows for great efficiency in the use of resources and materials, such as water, electricity, ink, and other tools of the trade, while still being able to handle large volume orders.
There are several other practices we use to bring our products closer to an ideal of sustainability.
•We use water-based inks, which have a much lower environmental impact than the pvc-based industry standard.
•We print on garments made of 100% certified organic cotton.
•We print on garments that are sweat-free, either American-made or in foreign facilities using fair-trade standards.
This does not mean our products and our process is perfect. We are always researching and tuning our process to provide a product that creates the least possible impact on our home, the Earth.
Hope you enjoyed this information as we all strive to consciously be sensitive to Mother Earth.
Beware of late night blog attempts to churn out “just one more” even though you believe that you are at the top of your game despite the fact that you’ve been running on high for the previous 15 hours (with no caffeine – based beverages). I share this fresh experience and ask that you please re-read, the MUST DO blog completed in the early hours of 5/23 that now includes the CORRECT link to the American Screen Printing website. Please click HERE to check out this site.
I offer sincere appreciation!
There is a wonderful publication in Sarasota, Ft. Myers and Naples, Florida, and probably others that are similar throughout the country, that specialize in providing the broadest possible amount of information regarding the local area attractions. “Must Do” targets arts venues, festivals, restaurants, the best beaches (#1 Siesta Key Beach)
natural attractions, family fun, single fun, night life, shopping, accommodations and more. And it includes a plethora of coupons from 2 for 1 meals to rent one kayak, get the second for half price. The publication is a “Must Do” for both tourists, part-time residents and local residents.
So…in the fashion of this magazine, here is a short list of “Must Do” items for screen/graphics printers:
Attend a trade show. This is where you get revved up. Learn about the latest technologies and techniques, see hands-on demos, meet manufacturers, attend seminars at, for example, ISS/Las Vegas, August 12 – 14, the Chicago/Craft Hobby Association show,July 16 – 19; the NBM show in Philly, September 21-23; SGIA Expo, October 18-20 in Las Vegas.
Invest in becoming educated and involved in Social Media to up your game. Doesn’t matter your age, just get going! Start with Facebook, Linkedin, Twitter, Pinterest, Twitpic, Foursquare, Google+, Orkut. Figure out how to add an e-coupon to your marketing campaign that will help you engage others to learn about what you/your business has to offer.
Learn how to navigate youtube.com and watch hands-on video demos. People love to teach and post on youtube.com/screenprinting and there are plenty of screen/graphics printers out there who relish in sharing their craft and art in step-by-step educational videos or ones that are just plain hysterically funny.
Join a forum such as the one offered by Catspitproductionsllc.com (this site also offers educational videos) and talk to the experts. Reading all the Q and A’s is a great way to figure out how to formulate your own questions, find start-up business equipment and sources for products, screens, supplies, and more.
Research and then institute the use of eco-sensitive, screen cleaning products like RhinoClean Green² to help lessen your carbon footprint on mother earth. The introduction of these types of products into a shop showcases responsible business practices that have enormous advantages for employees and customers, as well.
Read/subscribe to trade publications either on-line or in the printed version. This is where you can receive guidance, read about new printing techniques, learn about all the new innovations on the market. For example, pick from any number of publications such as Sign and Digital Graphics, Impressions Magazine, Printwear, Screen Printing en Espanol.
Follow/subscribe to this blog and others. You’ll find who/what to follow on Twitter, Facebook and all the other social sites.
Best of luck on your adventure and, as always, thanks for reading and subscribing.