Not every sale will go according to plan. In fact, most sales don’t. However, some interactions with customers can veer off the rails. Sales can go wrong for many reasons…
Not every sale will go according to plan. In fact, most sales don’t. However, some interactions with customers can veer off the rails.
Sales can go wrong for many reasons – you may have made a mistake, promised something you cannot deliver, have to deny a request, cannot fulfill a request, or missed a deadline. There are countless reasons why a sale could have issues.
Problems happen. It’s how you react to the situation that will be the difference between an understanding customer and losing business.
There are many ways to say sorry. Simply repeating “sorry” is not one of them. Making an apology can be a difficult thing to do. If you truly want to make things right, use these tips to say sorry the right way:
As soon as you realize an issue occurred, address it with the customer. Don’t wait for them to bring it up, if possible. Deal with the situation and make it right, so you can move on and put it in the past.
Always take responsibility for the issue. Offer an apology on behalf of yourself, your team, and whoever else was involved with the problem. Acknowledge where things went wrong to show you are not taking the issue lightly.
Making excuses for any mix up will only make things worse. Most customers are understanding and realize that issues can occur. Rather than make an excuse, offer up an explanation for how the situation occurred.
Mistakes happen. To win over the customer, you need to offer a good solution for how you plan to make things right. People just want to know how you will fix the issue. Clearly communicate the steps you will take to correct the problem.
Always thank the customer for being understanding. Express your appreciation for their time and how much you value their business.
Get more insights into how to keep customers happy and create repeat business by reading these blog posts from our sales recruiters:
SalesForce Search is a sales recruiting company which specializes in the recruitment and placement of sales professionals. We recruit salespeople in every sector of the economy including, software, manufacturing, financial services and medical devices. Find the right salesperson for your organization, start your search here.
Rhys is a tenacious, top performing Senior Sales Recruiter with 11+ years of focused experience in the Digital Media, Mobile, Software, Technology and B2B verticals. He has a successful track record of headhunting top performing sales candidates for some of the most exciting brands in North America. He is a Certified Recruitment Specialist (CRS) and has expert experience in prospecting new business, client retention/renewals and managing top performing sales and recruitment teams. Rhys enjoys spending quality time with his wife, son, and daughters, BBQing on a hot summer day and tropical vacations.