There is the saying that goes: “You win some, and lose some”.
Although it’s rather painful, sometimes you lose those that you least expected. In those cases, where you’re confident that you did everything right in order to win the account, you gotta let your client know how you really feel and let him feel a bit guilty… It’s no time to play professional. It’s time to be sincere. And ultimately gain him back.
Imagine someone went to the grocery and packed his wagon with a $350 order. After checking out, he decided that this grocery has been a bit too pricy. Although their service is great he still wants to go to the other grocery to save a few bucks. He tells the cashier: “forget it. I’m not gonna pay. You can restock all the goods.”
The Grocer, who wants to convince him to pay for the order, can use one of two approaches.
1- Professional. Emphasize on his great level of service, and all the benefits that the shopper will gain by being a loyal customer, etc.
2- Bloody truth. I’m very disappointed to see you go away and leaving such a big order behind. It would be such a big job for me to put it all back into place. It would mean so much to “me” if you take home this order. You’ll make my day!
Chances are that if he used the first approach, the customer will reject. He will feel that the grocer is not saying the truth. He doesn’t really care about the customer’s benefit at this point. He just wants to make a sale. The shopper would thereby stay firm with his decision. A buck is a buck. And good luck!
But if you used the 2nd approach, the customer will most likely respond positively and pay for the order.
When you’re in such a scenario, don’t make your clients feel stupid. But make them feel like you can’t imagine why they would wanna do something that would have such a bad affect after all.
Have you ever lost a client you felt you really didn’t deserve to lose? Share your thoughts in the comments below.