1) Use the Non-Sale Approach
There’s nothing more off-putting than a pushy sales rep who allows his desire to make money overshadow the value of the service or product he is selling. Trying to sell too much too soon can scare a client into feeling pressured, rushed, and suckered into more than they are ready for.
On the contrary, a tactic used by many successful business people is often referred to as the “non-sale.” The general premise is to build a prospective client’s trust by pitching only the core service or product they need and recommending that they hold off on additional expenditures until they are ready.
The non-sale is an effective way to build early trust and show a prospect you have their best interest in mind. I know what you’re thinking. You’re paid on commission per sale and want to maximize each opportunity. Not to worry. Establishing long-term relationships built on trust will allow you take full advantage of future opportunities. Even better, clients who like and trust you will often upsell themselves.
Not everyone will agree with this premise, but my experience is that using the word "sorry" will make you look weak. Apologizing puts you on the defensive and gives the client the upper hand, so it’s best not to backpedal.
Even in situations where your company has made a blatant mistake, there are better ways to recover than immediately dropping the S-word.
Instead of this: “I’m greatly sorry for 'fill in the blank.' I promise it will not happen again.”
Say this instead: “It’s unfortunate that 'fill in the blank' happened. My team is aware of how it affected your business, and we thank you for your patience and understanding while we resolve the matter.”
Notice the second option uses the word “unfortunate” to acknowledge remorse and uses the words “patience” and “understanding” to plant a psychological seed in the client’s mind. Even if the client hasn't been patient or understanding, using these words can reverse the tension.
3) Stay Calm and Carry On
Conflict is a part of doing business, but how you react while under fire will have a major impact on the future of your client relationships.
The old adage, “the client is always right” still rings true. As a consultant, you have far more to lose by taking the low road and stooping to a client’s level of hostility. Treating someone with disdain or disrespect can reflect negatively on you and your company, so reputation management should always be top of mind.
Remember, people will often mirror the emotional signals you emit. If you respond with hostility and anger, don’t expect friendliness and understanding in return. Emotional intelligence can often be used to calm the storm, so use these tips for navigating your next conflict:
Maintain a calm and professional tone while also remaining assertive.
Refrain from name calling or finger pointing.
Never say or write anything that can be used against you.
Always resolved disputes in person or over the phone. Email is not an effective tool for hashing out disagreements.
