I am Pissed Off! Learn How to Avoid getting into an Argument.
As business owners we must anticipate that there will be times when we will get upset, or our customers will want to come to blows with us over a transaction. While the possibility of this happening is unavoidable we can take certain preemptive steos that would reduce the likelihood of conflict.
Here are 6 simple things you can do.
1) Read the fine print
remember there was a massive landslide at the back of our house. It would take tractors and trucks to remove over 100 loads of earth. When my dad went to the insurance company they said he had no claim under his property insurance because the house itself was not damaged. Like Whaaaaat!
How many of you have read the Terms of Service for Wealthy Affiliate? How many of you have gone through the requirements that govern your relationship under Amazon, AWIN or FlexOffers?. I don’t see a lot of hands.
There are three big reasons why you want to read fine print when entering into arrangements involving your online business. They are:
- you want to understand what happens to your data
- you certainly want to know what is not covered or the 'exclusions' and
- are there any hidden services and fees which may apply...never nice to find out after the fact
2) Document your Conversations
Often times two parties are talking to each other but their interpretation of what is said is sometimes very different from what is intended. I always advise taking minutes of a conversation or negotiations leading up to a contract whenever possible. It is also prudent to keep copies of all emails passing between parties. If you don’t have a proper record then it is extremely difficult to determine, or for a court to adjudicate, the accuracy of your understanding of events.
3) Don't Over Promise
As new online business owners we want to build our customer base. Sometimes we are so eager to do so we make promises to customers that are sometimes very difficult to meet. It could be as simple as saying that a problem would be corrected immediately when you know that would be impossible, or saying that you would deliver the package to them the next day when it is highly unlikely given that it normally takes 3 days. We must realize that when we disappoint customers in these ways we break their trust that they may have placed in us. So don't do it. If you cannot do something say you can't or say you will try but there are no guarantees. Customers will appreciate the honesty.
4) Be Careful in Offering a Money Back Guarantee
As a small business you want to be careful about offering that money back guarantee (MBG) particularly for big ticket physical goods. While you may improve customer trust and your conversions utilizing a money back guarantee, a MBG also attracts scammers and rip off artists. So, the terms and conditions surrounding a MBG are important to reduce conflict (e.g. the MBG on that 50 inch TV is voided if returned damaged). While the majority of people are honest there will always be that person that will order a dress, wear it and want to return it for a MBG.
5) Try to deal with people in charge
Even if they pretend, junior staff are normally not empowered to make a non-pollcy decision even if it is in your best interest.
I am sure many of you have been at an airline counter or the bank and needed to do something beyond the pay grade of the representative in front of you. Instead of getting blue in the face like me arguing about the what ifs and why nots, it is likely to be more beneficial to simply speak to someone in authority that actually has the power to grant your request. Believe me it will save you some hair on your head. I know.
6) Ensure proper handover of information
I don’t know about you but I have had to change my Executive Assistant (EA) on occasion. There was this one time that my former assistant Lisa was not able do a proper handover due to a medical issue. My new EA then had major problems with accessing password protected documents, finding files, understanding the status of negotiations and following up with outstanding items with suppliers. I almost burst a blood vessel that month. So if you don’t want to get stressed like me in this type of situation ensure you do a proper handover.
Hope these approaches have helped in you avoiding the stress of an argument.
Don't forget to like and tell me how you avoid conflicts.
Hugh
Invest in Yourself it pays the Highest Rewards
Recent Comments
98
Hugh, some sound businesses advise here particularly for small business owners.
I hate the small print but they are really important.
I do make a point of reading them Hugh. Can't say I like it though. My grandpa, a businessman and community leader told me don't sign any documents without reading and don't collect money without counting.
It can slow things down Hugh, but I also remember listening to my father talk about contracts while growing up and the mistakes people make by not reading. Now it is really hard to sign without reading.
I'll tell you there are times when looking over the fine print from affiliate programs that I grow fed up so I just download and read it over when I am more focused. It is a very important part of this business but for me the least favorite part.
Candy Benn
Yeah Candy I feel your frustration. It's always a judgement call on determining your level of exposure. For instance, going on holiday and renting a car, I always read the insurance contract because I want to know what happens if there is an accident. Particularly the amount applied to the deductible. Thanks for your always valuable comment.
Hugh
Hi Hugh,
These are all really great tips.
I have always tried my best to follow them all. They are very valuable to have as work ethics.
Avoiding confrontation was always an important part of my personal and professional ethics.
Thank you for shedding light on this valuable topic.
Barbara
Well clearly you achieved that goal and have not suffered any major confrontation impacts. Good nature tends to win out most times
Hugh
Hugh ... another great post.
All excellent points.
Especially points 2 and 5 which I learned to do very early on and have saved a many situations over the years.
On point 2; nowadays I sometimes think I ought to document conversations with my wife which often seem to take on a life of their own after the event!
She's obviously in charge though, so point 5 is easy to get right.
:-)
Richard
Richard that is absolutely hilarious about documenting chats with the Mrs. Even then I am sure she would argue that you got the notes wrong.
A representative over the phone will normally tell you their name at the start of the conversation. I always write it down and use it when I speak to them. If they don't, I tell them mine and ask for theirs in return.
If I'm not getting anywhere, I ask to speak with their supervisor. This has one of 3 reactions:
1. They suddenly become much more helpful and manage to resolve the issue.
2. Because you've had a friendly conversation with them but the solution is above their pay grade, they are fine with transferring you to their supervisor. Then you tell the supervisor that the person was as helpful as they could be, but you need someone with more authority (flattery works!)
3. They refuse. Thank them politely and hang up. Ring back and ask to speak to the person's supervisor, using the name you got at the start of the conversation. When you get hold of the supervisor, explain that they wouldn't put you through and complain about it. It reflects poorly on their organization. Then see if someone who's now defensive about the company's performance can resolve your original issue.
Never lose your cool. You catch more flies with honey than vinegar.
I like your style, I'm practicing on being sweet again, Lost my southern charm out the window when patience have taken enough and walk away from me. However, I's some i could you right into...whatever I needed or wanted. I'm striving for that once again.
But I have a question for you and Hugh. Don't you have an attorney friend who was your back? I'll check on hooking the two of you up. I know a man...
Have good evening Phil and Hugh later on...
Hey Phil this is a very good approach to have and very wise Counsel to follow. Thank you very much for your insight.
Love the last line also.
Hugh
Yeah Lisa an attorney is a must in certain situations. A number of attorneys here are sharks and charge exorbitant unjustifiable fees so I am shy of them sometimes.
See more comments
Compliance is such a high cost of doing business today, and there is a gulf between offline and online business. Health and safety, consumer protection legislation, and doing business across jurisdictions can be a mind field. Mistakes can cost a small business, and authorities are not shy about dishing out penalties.
The online world has those aspects of the wild west attached to it. Many interfaces are virtual; software and systems create the customer interface. Not so much of that person-to-person contact.
I think business today is about navigating each situation, and it is never a case of one shoe fits all. Weighing up risk and managing exposure can be vital to creating satisfactory outcomes.
It is a buyers landscape; sellers be aware.
Rolling from your title, if we let the customer control the flow, we have lost the game; learning how to manage the customer can be the secret of success.
Some excellent things to think about in your list Hugh.
Alex
This resonates for me, Alex:
" learning how to manage the customer can be the secret of success"
I agree with you.
being proactive and thinking ahead about customer needs and behaviours definitely give you the edge.
Thank you for sharing.
Cassi
You are so right Alex. The online environment is fraught with navigational challenges that often capsize the best captained ships. We have to understand our contexts and dilemmas and develop sustainable strategies for success.
I think our best bet with our customers is to make sure that we have deep relationships with them. If we do trust will be built and if there are muck ups more often than not customers will understand because they largely know you have their interest at heart.
Hugh
That's the makings of a new blog Cassi....'Building Customer Intelligence'
Hugh
On yeah, Hugh!! 🙂🙂