To soften the mood of an upset customer, offer a surprise gift.
HOW?Jeffrey Gitomer suggests telling the customer, "Mr. Johnson, you have qualified for our ‘We-Messed-Up Customer Bonus Program." Then, depending on the severity of the error, give him a card for a free dinner, a $50 gift certificate, a free jewelry cleaning, or a “Private Sale” card that lets him purchase anything in the store, today only, at a 15 percent discount.
WHY?It's a pretty slick way to cool down a heated situation.
Get more great sales advice from Jeffrey Gitomer, one of this year's "Monsters of Sales", at The SMART Jewelry Show.