3 Magical Steps

Do you know maximize your conversion ratio ? How to save thousands dollars on ad a year ? How to stand out in the competitors and make more sales? 

Tips to Win back an angry client part II

The Suggested ‘Do’ and ‘Don’t’ List:

Example of Scenarios, and Do’s and Don’ts for each:

client:  Client is yelling,

Possible meaning:   the client is unhappy with your products or services.

Never say ‘It’s not my fault,’ ‘why are you yelling at me?’ ‘I can’t help you if you are yelling at me!’  ‘I can’t hear you because you are yelling too loud!’ ‘It’s company policy,’ or ‘I can’t help you.’

Show all your clients empathy! Do:  ‘I am sorry, you must be really frustrated.’  The key is to listen to the complaint carefully and relay that you truly understand their problem.  Your job is to do anything that you can to satisfy the client.  If there is nothing you can do to help, advise the client that you need to talk to your supervisor. By doing so, you show client that even though you don’t have authority to help them you are still trying to help them. 

Client: Client is complaining about the products

Don’t imply that is client faults.  “You are the first customer has this issue.” “I have never received complaining in this issue.” “Do you follow the user manual?”

Do: “I am sorry to hear that you are having problems with our products.” and try your best to help client resolve the issue. 

client:  “Since I called you the last time, you still have not fixed the issue.”

Possible meaning:  I was hoping the issue would be fixed last time.  I don’t trust your company will ever follow through.  Is your company trying to scam me?

Don’t:  “You didn’t talk to me directly the last time.  If you had, I would have fixed the problem.”

Do:  “I hear what you are saying, and I apologize for the inconvenience this has caused you.  Allow me to correct this for you now, so that you will be satisfied.”

Client:  “When client is impatient”

Don’t:   Keep client on hold for a long time.  Also don’t state, “We are really busy and you just have to be patient.”

Do:  I am sorry for the inconvenience and thank you for your patience. Ask if they would prefer that you call back with the information.  Even if you still need more time to fix the problem, call them as promised earlier in the conversation, and update them with your progress.  Follow through and be credible. 

client is angry and states, “I want to cancel my order.”

Possible meaning:  I am angry about the poor service and deceiving sales tactics.

Don’t:  “OK, then cancel your order.”

Do:  “I am sorry to hear that.  However, I would like to have the opportunity to correct this for you so that you are satisfied and we turn this into a no issue.  Would you allow me to do this for you?”

client:  Call in or show up just 5 minutes prior to store closing.

Don’t lay the blame on the customer for coming in last minute. 

Don’t: “Our store will be closing in five minutes, so you will need to check out at the register or leave.”  or “I can’t help you, you should come in earlier next time.”

Instead, make the customer feel welcomed, but let them know their time is limited.  Try one of these responses:

Do:  “I don’t mean to rush you, but our store will be closing in 5 minutes. May I assist you with making a final decision or answer any questions that you may have?

“ I’m sorry I can’t resolve your problems today, so may I have your contact information so that I may get back with you tomorrow?”

“I’m sorry I need 20 minutes to resolve this issue. Would you please come back when I have enough time to give you individualized and uninterrupted service?”  “ Could you call back in the morning when I can get you all the information that you need?” 

Client: Calls and asks for your company info such as how many employees you have or what the store’s gross income is, etc…

Don’t reply hatefully, avoid comments like, “It’s none of you business, and we don’t give that information to clients.”

Instead, make the customer feel appreciated for wanting the information. Let them know your time to address the information is limited, and try one of these responses:

Do:  “I am sorry. I don’t have the information. We are a BBB accredited business. We have been in business for more than 10 years and have thousands of satisfied customers around the world. We are very efficient and will promptly respond to all our clients’ needs within 24 hours and we also can provide you our references.  I will be glad to help you with any questions.”

Client:  Seems to ask different questions regarding the same issues

 It may indicate they did not get a sufficient answer to their inquiry, and the problem remains unresolved.  Customers may not know how to ask right questions so you need guide them to make sure the correct issue is addressed.

Pay attention to your customers’ questions.  Customers ask questions for a reason.

For example, if they ask many detailed questions regarding their warranty, you may want to listen actively and feed the information back to make sure you understand the problem. 

Don’t: reply impatiently, “We go over this a few times.”

Do: “It sounds like you have a concern regarding the warranty, is that correct?   Why don’t we review your concerns, let’s start by you telling me exactly what your needs are.”

This allows the customer to feel they are being taken seriously and that you are genuinely concerned.  This approach could also evolve into an upsell opportunity to sell extended warranties.

If your upsell pitch is declined, you will still want to provide them the time frame for the extended warranty in friendly way just in case they change their minds at a later time. 

Don’t: reply unhappily, “You’ve missed the great deal.”

Do: “I understand you aren’t interested in the extended warranty now, but you can purchase the extended warranties within 3 months of purchasing the products.  If you would like, I could contact you 2 weeks before the three month period expires.”

Do you know  how to SAVE you a thousand dollars on your electric bill a year ?

The Secret to Going Green and Saving Money!    

Do you know maximize your conversion ratio ? How to save thousands dollars on ad a year ? How to stand out in the competitors and make more sales? 

7 Secrets to Money Making and Internet Marketing in Just a Few Weeks! 

 

Do you know how to write a WINNING Resume and ACE your Job Interview ? How to get pre-qualified for your Job ? How to find a Job in quantum speed ?  

 

7 Secrets to Landing a Great Job in Just a Few Weeks 

Expand Your Comfort Zone and Take Inspired Actions:

If you truly believe that due to certain reasons that what you want has to wait or you are unable to do it now, you need to expand your comfort zone and take actions. Taking action doesn’t mean jumping in blindly, without learning to swim, but it also doesn’t mean that you need to know everything before you start.

Be humble:

Listen to others’ advice and give it a try, because if you truly know everything, you would be God.

The book, “The Attractor Factor,” by Joe Vitale shows you an easy 5-step way to achieve what your heart desires.

Have No Expectations:

Don’t expect anything for something you do. Don’t expect people to apologize to you, don’t expect that if they do apologize it means they won’t do it to you again, and don’t expect people will always do as they say.

You do it simply because you want to do it and you said you would do it. Remember that not everyone has the same ethics as you do.

Freedom of Choice:

Remember! You are not God and other people are allowed to have their opinions despite the fact you disagree with it. You DO have choice to be with the right kind of people on the same path with you, seek them out.

Find a Support Group:

If you don’t have friends or family support, don’t hesitate to find a mentor or join social network to get your support base started.

Help Is On The Way…Be Open to Receive It:

Don’t worry about how to get the money, because they are many ways you can get what you need without money, such as exchange services. Be creative and ask around for advice. Participate in networking groups, read new books on the subject. Help comes in many forms and may not just come people you know.

Pay It Forward:

Accept help from others, and help others on your way. Be the kind of person who you truly want to be without withholding and discouraging others. Don’t discount the little things. Even if you just donate a few dollars or smiles at someone along the way, recycle, or contribute your talent to help a charity organization in some small way. All of little things will make you feel helpful, useful, and will change the way construct the “big picture” of your life.

How can Feng Shui Help You?

“Feng Shui” helps you to create a beautiful and organized environment so that you feel happy, comfort, and more serene. When you are at your peak, your creativity flow to you and you are able to focus on create the life you want.

Be Responsible:

Remember not to blame the current state of affairs. When you keep seeking to improve yourself and your interview skills rather blaming economy, you will get what you truly desired.

I have asked many hiring managers and successful job seekers and I found out that the two most important points in seeking work, are to be an active listener to find out employer’s true issues and to be an effective problem solver.

Don’t complain that your boss under pays you, rather, take responsibility to find out what your boss needs most from you and work hard to make your contributions known!

If you are business owner, how you can improve your products and help your customers; your business will FLOURISH. One way is to increase your products by expanding your product line to assist customers in having everything they need from one supplier.

Many times in the past, when I went to buy electronic products, I appreciated that the salesperson asked me about my needs and took the time to find the RIGHT product. They were successful in up selling and cross sales. They were able to sell me something I truly needed, but was unaware of the existence of the product.

Hope and Patience

If you believe in something and take action every day, you will be able to reach your goals. The most important thing is to take one little step at a time, adjust your course of action, and keep trying. If you truly have to get out of a situation, you can’t find a permanent solution, and you are impatient, try to take a temporary solution. By doing so you are able to create a serene environment to regain control, think clearly again, and to find a permanent solution. Don’t rush into a “quick fix” solution, and avoid the right path in the process.

The world economy is changing all the time. If you are seeking work, focus on how you can be proactive in finding work you are passionate about rather than just getting a job. Don’t let the “I have to find a job now” syndrome derail you in finding what makes you happy. In addition, when looking for work, remember, not to badmouth or complain about your last boss or position complaints such as this hurt you more than help you.

The Federal government is giving away a lot of new grants for individuals as well as small businesses. You may be surprised that how it can help you. Research these grants and see if there is money out there to help you. You may find money to start a new business started or money to help expand your current business.

If you still need more inspiration, read the 30 under 30 from inc magazine.

Do you know  how to SAVE you a thousand dollars on your electric bill a year ?

The Secret to Going Green and Saving Money!    

Do you know maximize your conversion ratio ? How to save thousands dollars on ad a year ? How to stand out in the competitors and make more sales? 

7 Secrets to Money Making and Internet Marketing in Just a Few Weeks! 

 

Do you know how to write a WINNING Resume and ACE your Job Interview ? How to get pre-qualified for your Job ? How to find a Job in quantum speed ?  

 

7 Secrets to Landing a Great Job in Just a Few Weeks 

When everything falls apart…

The stock market is falling… our home’s value is falling… layoffs are increasing… the credit crisis is impacting the global economy… you feel your financial situation is getting worse… you feel unsecured and helpless… on top of that, you may have other relationship issues as well…

Law of Attraction (LOA) is working for and against you - positive and negative.

When we focus on the negative economic news and panic and then we stop trying… We will then make a bad economic situation worse.

Ask yourself …What are you looking for?

Maybe you took a job because you felt you needed to support yourself and you had no other choice. Instead of just settling for a job, try looking toward what others’ have tried for something better. Look inside yourself and those around you. Listen and watch the mistakes and successes of others’ and then decide if something they have addressed is something you need to change in your life and your reason for the change Don’t dismiss any opportunity, because one of those may take you to whatever you truly want. Don’t let your arrogance allow you to dismiss something “new” as something that’s “not right” for you. Don’t let procrastination disguise itself as optimism! Don’t just stand by, always take action towards your goals!

Re-Evaluate Your Current Situation.

In these tough financial times, evaluate your monthly budgeting needs.

One way to do this is to seek out assistance from state and local governments or charity organizations in your area. Another way is to cut down your living cost by cooking at home, volunteering for local farm, etc. Call and negotiate a discount on your interest rate with your credit card companies.

In the emotional stress situation.

Do something to distract your thoughts from the current situation, whether it is volunteering for good causes or just hanging out with friends and having fun.

Always take care of your self first, and try not to “worry yourself to death” about the future. Take a multi-vitamin, exercise, and increase time outside; make steps to become healthier to relieve stress and avoid weight gain.

Be Creative.

If you can’t sell the house, look at options such as rental exchanges, opt for leasing with options for the renter to purchase the home later.

If your job becomes more difficult or you lose your job, alter your thinking and take this time as an opportunity for you to look deep inside and reevaluate your career direction; consider alternatives to the path you are on currently.

If you always have new ideas, it is time to explore them.

If you like traveling, consider an international job. If you like to garden, volunteer at a local farm in exchange for free produce. If you have expertise in some area, consider hosting a website to sell your knowledge to others. If you don’t have money, can you trade services with others to get what you need?

There are bullish markets somewhere, you just have to seek them out.

Clear Out the Negativity:

If we focus on negative, we tend to remember everything we have done wrong. In reality, we may make far better decisions, but we forget to appreciate our ability to do so.

Last year, I attempted to learn day-trading, and I felt that I totally failed, however when I completed my tax return, I realized that I had not truly lost money.

Not In A Desirable Situation?

Don’t let your situation define you, rather look inside yourself and decide on who you are and what you truly want to do with your life. Don’t mistake your impatience for an obstacle. Don’t mistake new challenges as sign of impending failure. Sometimes, the most difficult challenges have the biggest rewards. Other times, when you do fail, it might just mean that it really wasn’t something you truly desired or needed.

Be Positive About Your Attempts:

Don’t discredit your attempt as failure. It’s just a chance to practice reaching our goals.

Jack Canfield, the author of “Chicken Soup for the Soul” was rejected by 123 publishers, before someone published his book. The “Chicken Soup” series has sold more than 100 million copies worldwide.

Try to be Positive About Everything And Appreciate the People Who Can Show You the Way:

Sometimes, it’s good for the “bad things” to happen now rather than later because you might have ended up losing more in the long run.

If you feel that you aren’t sure of a path or if you are able to do something, seek out those that are able to teach you. If people don’t appreciate you or aren’t willing to help you then let them go. People generally won’t tell others their secrets out of fear that you will do better than they will. Appreciate them for what they will teach you and move on to pursuing something that is right for you. With personal relationships, if you’re in love but you’re miserable inside, move on. You don’t deserve disrespect from others. Sometimes, we know deep inside we settle for less, don’t allow yourself to do so, you deserve more!

Do you know  how to SAVE you a thousand dollars on your electric bill a year ?

The Secret to Going Green and Saving Money!    

Do you know maximize your conversion ratio ? How to save thousands dollars on ad a year ? How to stand out in the competitors and make more sales? 

The Secrets to Money Making and Internet Marketing in Just a Few Weeks! 

 

Do you know how to write a WINNING Resume and ACE your Job Interview ? How to get pre-qualified for your Job ? How to find a Job in quantum speed ?  

 

The Secrets to Landing a Great Job in Just a Few Weeks 

The LOA ask us to live in the present and focus on what we need to do now rather than dwell on the past. When a big bad event happens to us, we feel powerless, especially when we don’t have a permanent and fast solution. Instead of taking action and doing our best, we procrastinate. We wish it never happened. We spend all of our energy on negative emotions, which immobilizes ourselves to seek a solution. It takes equivalent amounts of time and energy to be worried or depressed or angry or sad; or just be happy and take action while the latter may lead me to the ultimate solutions to our problems.

The truth is the solution to our big problems may not be clear to us. We just need to commit to do what we can do now. Even if it does NOT appear to fix the problem permanently, but, by taking action, we may see some other ways which we have never thought of… Just like when we stand on chair, all the sudden, we can see something further that we couldn’t see before. Action makes us focus on finding a solution and remain focused to do our best. Sometimes many other events are happening and we may not be aware them. We assume that it wasn’t working for us then, it won’t work for us now. It may be a mistake… Don’t let your or others’ past experiences immobilize you.

Be the solution of our problems or help others in similar situations. It will help us to find our solutions quickly because we can view situations in an objective way without any emotional baggage from our past bad experiences.

Be humble. Ask and listen to others suggestions. Sometimes, you will be amazed by how many people are willing to help you. (P.S. there is a difference between waiting for others to help and being open to their advice.)

It is always good to have an open mind to find a solution. Brighten our attitude; Commit to be happy; be courageous; be bold; be open and flexible; be ourselves and follow our hearts and do it passionately. How can we be flexible? My friend Brit’s 50/50 rule is to try something new in 50% of time. Define flexible in exactly term to you. Be curious about what we are not seeing in the current opportunities.

Defeat self limiting beliefs. We wish we were smart, rich, beautiful, young, etc… I bet we can find many people who aren’t smart, rich, or…; but, yet, they achieved the goals they wanted… Think hard! Maybe we just want to find ourselves an excuse to stay where we feel safe and comfortable. Don’t get addicted to the victim mentality. By doing that, we also diminish our opportunity to get what we want. If we don’t change our current pattern, how can we expect our future to be different than our present?

Why appreciation, hope, and patience are important to LOA? When we appreciate what we have, we are likely to be in a positive mode to seek the solution. If we are negative about the situation, we are likely to focus on the problem itself, rather than the solution. When we are in need, we feel as if we were waiting for a long time and thus our mind focuses on worry. With hope and patience, we are at ease; therefore we are focusing on receiving and observing what is happening now. We will likely give the opportunity a chance and we won’t give up too quickly.

We shouldn’t waste our time on complaining or with complainers. People complaining about everything are usually self-centered. They don’t want to be responsible for their share of problems. We need to take responsibility for any event that happened to us, despite that we believe we are only responsible for 1% of the problem. If our friends are unable to keep up with their words or keep postponing the plans, we should realize that our friends are having problems with overly committing themselves. We should not just wait for them to change. We should look around for help elsewhere. But, don’t make assumptions, give them the chance to explain and give anything the benefit of doubt first.

Do not “bad-mouth” others or associate with people who “bad-mouth” others. Be positive and look for the bright side of every situation.

Why sometimes things have to go really bad before they get better?
The bad things do not happen by accident. They are created by us. Often we deny our true feeling because we are afraid of changes. We settle for less to exchange for our comfort. To the end, we are forced to do it in worser time. If you have just a little dislike in your current situation, please take whatever action you can now to fix the problems. Please do not sit there and see how things are going. Things will not get better until you take action.

What I mean by taking action, it may not be running around doing something. It can be getting in touch with your true desire and have a clear picture of what you like. Quite often, when you see things crystal clear in an unconscious level, you will just know the right way to take us to what we want.

When we notice any resistance inside ourselves, we should try to clear our confusion first. The confusion is that we don’t see the true benefit of doing it. Sometimes, it can come from fear of changes. Think thoroughly of all the challenges so we can clear your way for our true desire to shine.

Use the probability and worst-case scenario to defeat the last minute fears. What is the probability of this happening? If it happens, what should I do? Sometimes, when we are facing a big challenge, the fear will creep into our mind and we doubt ourselves. We don’t feel comfortable to take any risk to grow and strengthen ourselves.

Many times we feel like we must push very hard to accomplish our goal, but nothing happens. Sometimes it is good to “go with the flow.” Do not rush into something that is not right. Looking back on my life, there were many times that something I wanted did not come about. It is actually good that they did not happen because something better came about. Be open to better opportunities.

Be kind to ourselves and others. Be empathetic. If we did get what we want at first attempt, we just realize that we have done our best under the circumstance. If others can not give what we want, we know that they also have done their best.

Brighten our attitude. Believe in ourselves. If we don’t believe it will happen, we will not work at our full potential and not pay attention to our opportunities.

Don’t be a perfectionist. The Pareto 80% 20% rule - 80% of the tasks can be done in 20% of the time while the rest of the 20% tasks take 80% of the time. I am not suggesting you cheat on your action. You need to do things right, but, it doesn’t need to be perfect. Take care of the tasks ASAP according to your priority list. It normally takes more effort to fix it thereafter. Be productive, not just be active.

How LOA makes things magically happen? Everything in the universe is energy. There are many ways to increase your state of consciousness. In reality, our action is just keeping our mind focused on what we want. When we are in “being” state, we are capable of directing the energy to create what we want in our life without running around and chasing our tails. It is quantum physics. We all have experienced the thing we thought about and it just magically comes to us. It is not coincident, it is LOA at work.

It is important to be at ease, humble, and appreciative as well as practice hope and patience.

Believe the goodness in others. Focus on what we do LIKE, LOVE and APPRECIATE about others. Having a positive view of life, ourselves, and others will definitely help us manifest fast.

Live your life fully and freely with no attachments or expectations. The Timing is never right. Condition is never perfect. No matter how small the task, take the first step now. The small steps we take will ultimately bring us great fortune. Good luck with your “new” life.

Hint: If you are always running around doing something, it may be indicating you are a perfectionist or the priority of the tasks is not setting correctly.