00:00:06
From reading Peter Fisk's Customer genius,
00:00:10
a dissatisfied customer tells 12 people about their dissatisfaction.
00:00:15
What bad publicity?
00:00:18
the main reason clients leave you is because they don't feel valued enough,
00:00:24
recruiting a customer costs 3 times more as keeping them.
00:00:29
It is therefore understandably important to you that a
00:00:32
customer dissatisfaction be resolved as quickly as possible.
00:00:36
How can you find common ground that will prevent
00:00:39
you from losing your customer and regain their satisfaction?
00:00:43
Here is a five-step solution to resolve the conflict ORVSC Options,
00:00:52
contract forming.
00:00:53
O as in options with an S.
00:00:56
One of our great human failings is to get stuck in a
00:01:00
childish mode where one is wrong and the other is right.
00:01:03
Armed with this black white certainty,
00:01:06
most of the time we approach conflicts with
00:01:08
the objective of making the other person recognize
00:01:11
that he or she needs to change and that our solution is the right one.
00:01:15
The first step before making an appointment with
00:01:17
your client to resolve the conflict is to
00:01:20
get out of the black and white world
00:01:22
and think up several proposals acceptable to all.
00:01:25
Only contact the client when you have different options to offer at least 3.
00:01:30
Build different scenarios for getting out of the conflict.
00:01:33
Alternatives 12,
00:01:36
Look for 3 solutions that seem to you to be a win-win situation.
00:01:41
To find these three options,
00:01:42
you'll need to be open to their vision and be prepared to compromise.
00:01:46
Ask yourself these three real questions.
00:01:50
what do you want?
00:01:53
what is important for the other person?
00:01:58
what is non-negotiable for you?
00:02:01
In addition to the three options,
00:02:03
be prepared to consider and draw the termination scenario.
00:02:07
Being able to serenely consider losing your client will
00:02:10
give you much more power when you address them.
00:02:13
If you go to them in fear,
00:02:15
thinking that the worst thing that could happen
00:02:17
would be for your client to leave you,
00:02:19
and this option is not an option,
00:02:21
your client could easily get the better of you.
00:02:24
Know which is your high,
00:02:26
medium and low option.
00:02:28
Think to yourself.
00:02:29
If I don't get at least that,
00:02:30
I have a breakup option like break off the relationship and terminate the contract,
00:02:36
or get a mediator or even go to court.
00:02:39
Keep all of your options in mind
00:02:41
to be serene during the interview.
00:02:44
Second step in resolving a conflict with the client,
00:02:47
R is for reformulation.
00:02:49
You have your 3 options in mind,
00:02:52
plus the breakup option.
00:02:53
You are now in a meeting with your customer.
00:02:56
Respectfully rephrase what they say,
00:02:58
whether you agree or disagree,
00:03:00
whether they are in bad faith or not.
00:03:03
Don't go into the verbal ping pong in which
00:03:05
you constantly throw the ball back to them.
00:03:08
Put your vision and your options on hold for a while.
00:03:11
Be neutral and non-judgmental
00:03:14
while they present their grievances.
00:03:16
Before they hear your options,
00:03:18
they will probably want to empty their bag and
00:03:20
expose their own black and white vision to you.
00:03:26
Any partial view of the client's facts and opinions
00:03:29
is audible unless the client resorts to insults.
00:03:32
Put yourselves in the shoes of a neutral mediator who would listen,
00:03:36
sitting comfortably in the gallery to the claims.
00:03:39
Imagine for a moment that this does not concern you.
00:03:42
This is simply someone who needs to express
00:03:44
their emotions and grievances against a third party.
00:03:47
If I understand correctly,
00:03:49
you're extremely upset because you didn't receive the order on Monday.
00:03:53
You consider this to be a fault on our part,
00:03:56
or you feel I did not take your needs into account and I disrespected you,
00:04:00
or you want us to offer a 50% discount on the order,
00:04:04
or you're expecting an apology.
00:04:08
you can rephrase all of that.
00:04:10
What you're telling me,
00:04:11
is that if you don't get these repairs,
00:04:13
you'd rather cancel the contract now and refuse to pay what we delivered.
00:04:18
That's rephrasing,
00:04:19
neutral without additions or emotion.
00:04:22
Without trying to defend or justify yourself.
00:04:25
The rephrasing must be done throughout the client's speech.
00:04:30
this is what you think.
00:04:31
This is what you expect.
00:04:33
A good rephrasing remains neutral without judgment,
00:04:36
no words put in to tell them that they're in bad faith.
00:04:40
You will know if your rewording is successful
00:04:42
if Alex says yes after your rephrasing.
00:04:46
you were extremely disappointed with the proposal we made for
00:04:49
you and you felt that our work was unprofessional.
00:04:52
Alex's response,
00:04:54
don't be afraid to rephrase anything that is harsh or unfair to you.
00:04:58
It is essential that Alex can empty his bag
00:05:01
of complaints and feel that you have heard him.
00:05:04
He will then be able to step back,
00:05:08
put things into perspective,
00:05:09
and finally consider options,
00:05:13
The angrier your client is,
00:05:15
the more answering to them in a knee jerk response that you disagree with them.
00:05:19
And that you have another vision will strengthen them in their claims.
00:05:24
Get as many yeses as possible.
00:05:26
Make sure they feel heard.
00:05:31
Your vision can finally be heard when your client feels that theirs has been heard.
00:05:36
Without attacking them personally,
00:05:38
then share your side of the story.
00:05:40
If you feel that your client is relieved
00:05:42
because they have been listened to with respect,
00:05:45
then you can even share your feelings and tell them how you felt about the situation.
00:05:49
Be careful not to be judgmental,
00:05:51
insist that you do not look at the event through the same glasses,
00:05:55
that you understand that their customer glasses are
00:05:58
not the same as your supplier's glasses.
00:06:01
Avoid being interrupted.
00:06:02
If your client interrupts you at any time to tell you that they disagree,
00:06:07
either you didn't listen to them enough in the
00:06:09
previous step and didn't rephrase what they said,
00:06:12
either your language is not neutral enough.
00:06:15
So feeling attacked,
00:06:16
they send the ball back to you justifying themselves or attacking you back.
00:06:21
Or you're dealing with a difficult personality.
00:06:26
rephrase what they said,
00:06:27
and politely ask them to let you express your view.
00:06:32
if you give your point of view in a hidden hope
00:06:34
of making your client recognize that they're also at fault,
00:06:38
you have fallen back into the black and white view,
00:06:41
and they may stubbornly oppose.
00:06:44
What do you really need to tell them in
00:06:46
order for them to understand your issues and challenges?
00:06:49
What do you really need to tell them to find a win-win solution?
00:06:54
If what you say to the client at this point serves to defend yourself and your ego,
00:06:59
but does not move the discussion toward resolution,
00:07:02
then it's best to keep quiet.
00:07:05
I understand that you also need to express yourself,
00:07:08
especially if at the previous stage the client was accusatory.
00:07:14
consciously choose what to say to the client
00:07:16
at this stage to move towards the resolution.
00:07:19
Express all your frustration to your boss,
00:07:22
or life partner if you need to get it out.
00:07:26
S as in solution.
00:07:28
If you were able to listen to each other about your different perceptions,
00:07:31
chances are the emotional tension would have gone down a notch.
00:07:36
You are once again two adults who can think
00:07:39
together about solutions that are as win-win as possible.
00:07:43
You have prepared 3 options.
00:07:45
You can suggest a first one or listen to them on those that they have thought of.
00:07:51
stay focused on finding a solution on the future.
00:07:55
Gauge how to conduct your negotiation.
00:07:57
Usually in negotiation,
00:07:59
it's best to let the other person propose a solution first.
00:08:03
Sometimes a small commercial gesture is enough to
00:08:06
get rid of the conflict with the client,
00:08:08
even if you remain convinced that you have nothing to reproach yourself for.
00:08:12
What do you have to gain and what do you have to lose?
00:08:16
Don't forget in this solution stage to think medium and long term as well.
00:08:20
If the problem recurs,
00:08:22
how do you plan to deal with it with the customer?
00:08:25
5th step in resolving a dispute with your client,
00:08:28
C is for contract forming.
00:08:31
Sometimes after reaching agreement,
00:08:33
our mind takes over to convince us again that things should not happen like this,
00:08:37
that the other person has the upper hand.
00:08:40
Our mind is very strong to go over stories and carry out trials in 3 acts.
00:08:45
If you've reached a settlement that,
00:08:47
if not to your complete satisfaction,
00:08:49
at least breaks the deadlock,
00:08:51
then don't let go of it.
00:08:53
Contract your agreement in writing a contract,
00:08:56
a signed letter,
00:08:57
or simply sometimes an email
00:08:58
that summarizes the commitments of each party.
00:09:02
This will help stabilize the solution,
00:09:04
make you understand each other and put everyone back on the safe side.
00:09:09
So we have seen how to resolve a conflict with the client in 5 steps,
00:09:15
Think about multiple options,
00:09:18
rephrase the client's words until you get there yes.
00:09:22
Give the vision without letting your ego drive you,
00:09:25
find a solution among the options,
00:09:27
and form a contract in the short and medium
00:09:30
term to stabilize the outcome of the conflict.
No elements match your search in this video....
Do another search or
back to content !
