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How To Deal With a Botched Account |
The Award-Winning Monthly Resource for Professionals
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OUTCOME FOCUS REPORT
Circulation 32,515
Vol 63 – March, 2006
Publisher: Anne Warfield
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888-imp-9421 or 952-921-9421 http://www.impressionmanagement.com
© Impression Management Professionals 2006
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IN THIS ISSUE
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1) What's In The News?
2) Outcome Focus Situation/Solution - How To Deal With a Botched Account
3) Anne's Aha
4) Resources To Learn More
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1. What's In The News?
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Learn more about Imp’s Monthly Presentation Skills Seminar at the IMP
Institute in Minneapolis, MN!
Upcoming Presentation Skills Seminar Dates in Minneapolis, MN:
April 27-28, 2006
Upcoming Negotiation Skills Seminar Dates in Minneapolis, MN:
June 22-23, 2006
Follow this link for more information,
http://www.impressionmanagement.com/coaching.shtml
or, email me at mailto:
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Create your own email list using List Builder:
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2. Here's This Months Outcome Focus Situation/Solution
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Use as a training tool: Present the situation below to the group and have
them brainstorm how they would best handle the situation. Then share the
Outcome Focus answer and see how it relates or differs from solutions the
group found.
How To Deal With a Botched Account
Anne, we have an account that we have really screwed up. Their last few
shipments of products have had some problems and sadly, we have not been
the fastest at solving these. They have told me they are not sure what to
do as our contract renewal is coming up soon. They have been with us for
3 years and this is the first time we have been having problems with their
shipments and products but it is a critical time for them as they have
just had some management changes. What can I do?
Other person’s perspective:
They have been a loyal account for a long time and now they may be feeling
forgotten, taken advantage of and perhaps embarrassed in front of their
new management due to the problems. They want to know that if they stay
with you this won’t happen again.
How to handle:
This is your time to really shine for the customer. If you defend, or try
to explain away why the problems are happening you will just tick them
off. You want to cement a positive relationship.
First you need to go to your key contact at that company and I recommend
saying, “Susan, you have been a valuable customer for over 3 years with
us. I know the last few shipments from us have not gone smoothly and I
can only imagine the pressure that put on you especially with new
management. I wanted to briefly chat with you about what we are doing to
correct that as well as what steps you believe should be taken to share
with your new management what we are doing and how we will move forward.”
(Here share what you are doing and get her input). At the end say,
“Susan, Thank you for your time. I know that up until now we have had
things run smoothly for you and this bump has been really annoying for
you. I will take the steps you mentioned to address this with your
management so they can see what is being done and how you have been
instrumental in making those changes. The bottom line is I apologize for
this and look forward to serving you without any hiccups.”
SPECIAL NOTE:
Send Anne your situation to be included in an upcoming E-zine.
mailto:
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3. Anne's "Aha"
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Listen to Anne speak about Negotiation Skills!
Click on this link: http://www.audioblogger.com/media/30006/98720.mp3
************** Want To Perfect Your Communication Skills? *************
Order Anne's Book Today, Outcome Thinking: Getting Results
Without The Boxing Gloves! Follow the link below:
http://www.impressionmanagement.com/products.shtml
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Quotable Quotes:
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“The most important trip you take in life is meeting people half way.”
Henry Boyle
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4. I Want More Resources So I Can Perfect My Skills
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Order Your Success Tools Online:
http://www.impressionmanagement.com/products.shtml
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FREE ARTICLES AND BACK ISSUES
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We have many articles available for your publication, company news letter,
etc. Articles can be viewed at
http://www.impressionmanagement.com/articles/index.shtml
All you have to do is print the article in its entirety along with the
byline at the top and the credits, and complete contact information at the
end of each article. I would appreciate a tear sheet or electronic copy
too.
Back Issues of the Outcome Focus E-zine can be viewed at
http://www.impressionmanagement.com/ezine/index.shtml
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About Anne and IMP
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Anne Warfield, CSP*
President
Impression Management Professionals
15768 Venture Lane
Minneapolis, MN 55344
952-921-9421
888-imp-9421
952-921-9420 Fax
Email: mailto:
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Visit us at: http://www.impressionmanagement.com
"A true leader is not one you look up to because they are the best. A true
leader is one that draws the best out in you." Anne Warfield
*CSP- Certified Speaking Professional; a designation held by only 7% of
all speakers nationwide
Member of the National Speakers Association
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