Communication SkillsSelling Skills

Are You Making Your Customers Unhappy?

Because I’m happy
Clap along if you feel like a room without a roof
Because I’m happy
Clap along if you feel like happiness is the truth
Because I’m happy
Clap along if you know what happiness is to you
Because I’m happy
Clap along if you feel like that’s what you wanna do

Pharrell Williams

If only everyone could feel Happy every day, and especially everyday at work, especially when talking to customers, guests, prospects and buyers.
If only we could stay – and transmit our – Happy regardless of how unhappy the other – client, customer, colleague, boss, child, partner, parent, or the person who cuts us off on the way to work – seem to be. Most especially when they seem unhappy.
But that doesn’t seem like what most wanna do.
Check your Happy here:
How would you respond when your customer asks for a Diet Coke but you only carry Pepsi?
How would you respond when your client asks you for a concession that you can’t give her?
How would you respond when your prospect asks if you can talk to his counterpart and you can’t because you’ll be on a flight to Shanghai?
Happy?
Were your answers happy?
It’s likely you answered politely and negatively:
I’m so sorry. We don’t carry Diet Coke.
Unfortunately, we’re unable to provide that additional concession.
Oh, I am so sorry. That time won’t work because I’ll be in transit then. 
Some people, after being unhappy, go on to be Happy by explaining what can happen, what the solution is, what the possibilities are. Did you?
Even if you went on to be Happy, you are too late. Your client, customer, colleague (etc) has already been made unhappy.
Next time, create Happy (and more sales) by first explaining what your solution is.
Then, when necessary (and it isn’t always) briefly explain why you can’t complete their original request. (Keep your explanation as short as possible so you it isn’t perceived as defensive.)
Try this:
Will Diet Pepsi be a good option for you or would you prefer our homemade ice tea?
Thanks for asking! What we can provide to ensure you are happy is X and Z. If we could provide Y too, please know we would.
I would love to and thanks for being willing to coordinate the call. Would 6 or 7p be a possible alternative? I’m flying to Shanghai that night and should be through customs by 6p.
Clap along…