SRS How to stop letting people get to me ??

Discussion in 'On Topic' started by Demon, May 6, 2008.

  1. Demon

    Demon Member

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    Maybe i just need to grow a spine and tell people to get fucked more often.. who knows.

    I'm a salesman, and we send off repairs for products that we sell eg. Cell phones, stereos', tv's etc.

    Why then, do i have a hard time trying to tell the customer that it isn't here yet from repair? Is it because i know they're going to chuck a spack and start yelling.. and thus lead me to think they might take a swing?

    Or do i care about saying something that the customer might not like hearing?

    I see some people who have a certain ambience about them that just commands power and they get what they want. <<--- How the fuck do i become like that?

    I want to be able to apply this in everyday life.. not just work
     
    Last edited: May 6, 2008
  2. tenxia

    tenxia OT Supporter

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    Sounds to me if the item repaired is not back yet, it's out of your control. you can only be honest with the customer. It is not your fault. but yeah, you also need some thick skin for it. some customers will be understanding, some will be jerk offs.
     
  3. JohnJohnJohnson

    JohnJohnJohnson Effetely Sipping My Latte OT Supporter

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    just politely misinterpret everything that is remotely personal.

    "god fucking dammit, what have you done to my [saleobject]!?"

    "yeah, it's really, really bad. [no sarcasm!!!] it's just really unfortunate. :( hm. okay. so you're reshipment will be on may 24th, how is that time for you?"

    a lot of social maneuvering requires misinterpreting people's malevolence because acting like they meant well makes them, suddenly, mean well.

    in the example of above, you also set the frame that while you appreciate their frustration, you don't take responsibility for it.
     
  4. Ameter

    Ameter Active Member

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    sounds like you have very little self-confidence, and let others push you around. The only real cure is to start standing your ground. You will be scared at first, but once you see people backing down and respecting you a bit more, you will gain confidence in it.

    The key is to be firm and assertive, but not aggressive, overbearing, or any other such traits. You don't want to get defensive either.

    For example:

    Customer: 'You've had my stereo for three weeks now! What the fuck is taking you so long? I've got half a mind to go to the Better Business Bureau about this!'

    You: 'Excuse me sir, I don't appreciate the use of that language in my store. Your stereo is still under repair for (these reasons). We estimate it will be done in (this time). We apologize for the time it has taken, however, please understand that we do our best to complete repairs in a timely manner, and if it takes a while, it is for a good reason.

    Say that in a firm, clear tone (no mumbling, and don't raise your voice)
     
  5. konrad109

    konrad109 New Member

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    I've been in sales for a while, and a lot of times if you are just honest with people they will cut you slack because they aren't necessarily pissed at you they are pissed at the situation and are venting their frustrating at you. If you sorta take their side and validate the fact that its been in repairs for way too long and that its not your fault, but you will still do what is in your power to figure out when it might be ready or what the problem is, they will usually feel better about the whole situation and calm down. If they are seriously getting in your face or calling you names, then its time to tell them that you dont wanna deal with them and call a manager.

    The worst thing you can do is try to make up a stupid excuse, simply tell them its not back yet and its not under your control and try to look as if you're on the case of finding out when it will be back or finding a person who can help them out. The worst thing I've seen salesmen do is ignore what the customer is saying and stick to some stupid cliche line or simply act like they don't give a shit. If you can't deal with that customer, just direct them to a manager, thats half of what they are there for.

    Also, imagine how frustrating it can be for a customer to buy a several hundred dollar piece of high technology and shell out a decent percentage of that on a warranty, and then have to wait 3-6 weeks to get to actually use it. They feel scammed and have a right to be angry, but not to take out their anger on you. They should be able to realize that you're not responsible for the repairs of their product.
     
  6. Demon

    Demon Member

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    Thanks for the responses so far guys..

    As for:

    I am the manager :hsd:

    Some people i can handle, others i can't. It's this one guy who's got a fucking attitude.. saying "It better be back by [insert day here]" .. to which i wanted to respond with " Or what? You're gonna huff and puff and blow this place down?" But chose to tell him "i'd do my best".

    I'm thinking it is a self confidence thing, and need to find ways of boosting it, or at least get to the heart of why i have low self confidence.
     
  7. Ameter

    Ameter Active Member

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    I'd like to think you read my post
     
  8. Demon

    Demon Member

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    I just re-read over it then. Sorry.. when i first read it was when i first woke up this morning before work.

    After re-reading it, it makes a whole lot of sense now :)

    Thanks again, I'll give it a go in practice and see how it helps.
     
  9. JohnJohnJohnson

    JohnJohnJohnson Effetely Sipping My Latte OT Supporter

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    :werd:

    this is excellent advice
     
  10. Ameter

    Ameter Active Member

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    :bigthumb: good luck. The first time you stand up for yourself, you'll be terrified, but the feeling afterwards will be amazing
     
  11. whitecassock

    whitecassock New Member

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    Actually I wanted to ask if the problem is being afraid to tell them the truth or are you afraid that you may lose them as customers because you yourself feel that there is an inefficiency in your service?

    Pretty much like everybody said what is needed is confidence but you also have to believe in your system. To be able to back up your company you have to at least know why it's taking so long so that you could properly answer them.
     
  12. Demon

    Demon Member

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    Well we're actually a retailer, so there are many phone repair centre's in the state and we send it to one of them. The service centre has nothing to do with us, its moreso we are sending the item to (say LG or Nokia's service centre) on behalf of the customer.

    Unfortunately, when relying on other people/companies to process things it can be a bit of a liability - as the customer see's the shop itself at fault; not the actual repair agent.
     
  13. Demon

    Demon Member

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    So I gave this whole standing up for myself thing a go.. works great on my parents and brothers etc.

    But when it comes to strangers.. i dunno.. Had an incident where a customer was yelling at me.. and i instantly knew i was going crimson red and possibly teary.. WHAT THE FUCK?!?!?!

    I was at the point of punching the customer in the head.. and have never been good at having people yelling me.. i always feel hot and know that i'm going red in teh face and teary..

    seriously, how the fuck do i combat this? It's fucked
     
  14. Ameter

    Ameter Active Member

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    as i said, stay calm, but assertive. Inform him that his behavior will not be tolerated, and, if he continues, escort him off the property, or, if you have security, have them escort him off the property
     
  15. JohnJohnJohnson

    JohnJohnJohnson Effetely Sipping My Latte OT Supporter

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    it sounds to me like you're having a pressure problem.

    like you know if you open your mouth a little bit you will release a huge pent up force.

    so you keep it tight shut and the pressure builds... and it's a binary. either you keep building pressure, or you let it all blast out of you in one destructive blow.

    that's probably how it feels to you, right.

    i think there's a way around it though. say SOMETHING, it can be really really small, but something that expresses your emotional state.

    "i am not happy with that tone."

    not threatening, not trying to do anything, just ALERTing the other person of your emotional state.

    even if they then laugh at you and say "well i don't give a shit" you still did the right thing. it's a step in the right direction.
     
  16. saiaba

    saiaba Guest

    yeah that.. but then you have to make another move.. That's where I always fail.
     
  17. C'est La Vie

    C'est La Vie New Member

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    You just need to get it in your mind that this is just a job and with the job you are gonna get rude customers. When they start to get angry, you have to let it roll off your shoulders. When it's getting too tough too handle, have your boss take it.
     
  18. METALLlC BLUE

    METALLlC BLUE New Member

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    The issue here is a simple one to solve. When you're working, you're no longer you. You're a manager, you're an individual representing a company larger than yourself and you are simply the facade, the first face the customer sees when dealing with this "problem" they're facing. Who you are gets left at the door when you walk into that job, that's business. As they say "Nothing personal, it's just business."

    When an individual comes in and is angry, ask them further questions regarding their situation and listen to them. As they talk, ignore the "clutter" including cursing, yelling or anything which isn't specifically applicable to solving the problem. You know which questions to ask. If the customer wants answers, tell them you'd like to find the answers but that you have some questions first, especially if you haven't dealt with the person before. Ask if they have any documentation or any numbers in order for you to look up the claim, or account. Ask for their name, phone number or whatever information you use to solve these problems.

    Then after you find their data, you ask further questions, ask if they've dealt with anyone else in the store. If they have a right to be angry after you've gotten some answers to your questions then you agree with them, and say "Oh you're absolutely right, I'm frustrated hearing you've had such difficulty sir, so let me help you, because ultimately that's what I'm here to do.

    If they aren't insulting you directly as a person, but rather insulting you "the facade" of the company or the company itself, then do your job and listen to them and focus on diffusing their anger by acknowledging it! Let the customer know they're justified. People often need to feel validated in their frustration, but that validation must also follow with actions that help their problem get solved.

    If you can't solve the problem right then and there, ask the customer if you can give them a call at their home when the order comes in. Tell them you'll keep a note specifically with you in order to make sure it's taken care of promptly.
     
  19. JordanClarkson

    JordanClarkson OT Supporter

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    Sales will eat your soul. I've had that problem before and have even yelled at a customer. Eventually I learned to do what mb said and that's be someone else. I'd have fun with the customers, even talk to them in a southern accent. You can't take things too personally or care too much in retail because you can't help anyone that way. Customers expect you to do everything right. They see you as part of the institution, as a machine, not a human being. You should look at them like really bad AI's in a video game with $ symbols on top of their heads. Push the right buttons and they'll do respond just how you want.
     

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