Hardcore Business Lessons

Advice From A Dealer

Author

Millionaire Syrup
March 13, 2024

Hardcore Business Lessons

Advice From A Dealer

Dealing With Angry Customers

When it comes to handling angry customers, there are a few key strategies that can make a big difference.

First, let the customer express their grievances fully without interrupting, and listen to what they are saying. Then, exaggerate the seriousness of the issue. This makes the customer realize that their complaint isn’t as significant as they initially thought.

Be proactive and propose options that address their concerns. If possible, try to exceed their expectations by going the extra mile. This could involve offering a discount, providing additional assistance, or even suggesting a personalized solution tailored to their specific needs.

By taking ownership of the situation and being proactive, you can turn a negative experience into a positive one. This helps to validate their feelings and shows that you're committed to finding a solution.

Create A New Product

Identify your customer needs and find creative solutions to meet those needs. For instance, say there's a company that sells winter clothing, including fur coats. They noticed that during the summer, there was no demand for fur coats because people weren't interested in buying them at that time.

Instead of accepting this as a limitation, they came up with a brilliant idea. They offered a service where customers could store their fur coats during the summer months. Not only that, but they also provided maintenance and conditioning for the coats, ensuring their longevity.

This way, customers could have their coats repaired, cleaned, and ready for use when winter came around again. By thinking outside the box and addressing the customers' needs, they created a unique value proposition and turned a seasonal product into a year-round service.

“No” Based Selling
This is about the power of getting people to say "yes" by initially saying "no." Using the fur coat example, imagine you're working at a company that offers storage services for winter clothing. One of the core services is storing and conditioning the coats during the summer months.

Now, when customers call to inquire about storing their coats, you use a clever technique. Instead of just offering the storage service, you ask them if they want anything else besides storing and conditioning their coat. Most of the time, customers would say "no" because they're used to saying no to upsells.

But here's the trick: by getting them to say "no," you actually make them say "yes" to the storage and conditioning service. It taps into their subconscious response and gets them to agree to what you initially proposed. It's a slick way to overcome the natural resistance to upsells and get customers to say "yes" to the services you're offering.

Sawdust

Sawdust refers to any excess or waste product in a business that is usually thrown out. Continuing with the fur coat example, they took advantage of this by giving away small items made from the scraps of coats, like little purses or ear muffs.

Then, offered these items as a bonus to anyone who turned in their coat, creating a perceived value without costing them anything. And when people came to turn in their coats, they would also offer to store them, leading to an upsell. It's a brilliant way to use something that would typically be discarded to entice customers and increase sales.

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