Customers & Clients

Don’t let anger lead to a break up

Karen Salman­sohn, of Oprah​.com, recently wrote, “I can sum up in three “acts” the break­downs and breakups of most rela­tion­ships since the begin­ning of time:

Act 1: You hurt me.

Act 2: Because you hurt me, I now hurt you.

Act 3: Because you hurt me, I now hurt you and so you hurt me again and so I hurt you — and down­ward spi­ral­ing we shall go.”

Then she sug­gests 5 ways cou­ples can avoid being jerks when fight­ing. Let’s see how these will work with a con­fronta­tional customer.

1. Pick the right time and the right place.

Find a place to talk openly, not self-​consciously. A pri­vate office is ideal but any­where you can face each other and make strong eye con­tact will work. In mov­ing your angry cus­tomer out of the pub­lic eye, nei­ther of you has to play for an audi­ence, and you have demon­strated that you take his con­cerns seri­ously. Do the best you can – step out­side or take him for cof­fee if nec­es­sary. [Read More]

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