Bad Attitude Equals Zero Customers What NOT To Do When Emotions Flare.

by. Taneka Street
July 30, 2002

While writing/ planning this article I couldn't help
but think of a time when I was ordering some
takeout over the phone. I ordered the food ok,
but when going to pick it up I found that the road
that lead down to the resteraunt was closed.

Disdained I drove back home, and called the resteraunt
to cancel the order. The person answered to phone and
the conversation went as follows.

Hello

Taneka: Yes I made an order about 15 min ago,
I would like to cancel it.

Resteraunt: Well. you're orders been ready for quite a
while.

Taneka: Well the road...

Resteraunt: Fine! The Orders Canceled.

*click*

What was wrong with this conversation?

Can you think of at least 3 things (besides ordering from
a better resteraunt:) ) that have could be done differently ?

The ironic part about this was that I was going to ASK for
directions to get around the road block after they told me
the order was ready.

The temper of the person on the phone costs this business a
sale.

Imagine this happening 5 times a day with several expensive
orders serveral times a month .How long do you think they
would be in business.

Keep your cool. Learn to deal with problems that arise with
your customers in an intellegent and thoughtful way and
seperate YOUR business from the vast majority that don't.

You and your customers will be glad you did.

Taneka Street is the proud entrepreneur behind
Home Business Guild a small site setup to provide
communication and motivational information to
new and experienced entrepreneurs. Learn what
to say when stakes are high and tempers flare.
In Kerry Pattersons et al book Crucial Conversations.
Get it at 30% off by visiting taneka.netfirms.com or clicking the link below.

http://www.amazon.com/exec/obidos/ASIN/0071401946/stanceincbooksto

e-mail me at mailto:taneka416@yahoo.com

copywright 2002 Taneka Street

This article may be freely published if byline, rescource box and links are kept intact.