I was reminded once again how impetuous behavior can cost you. This lesson came during a welcome reception on a cruise ship.
Three individuals “dumped their wagons” on an unsuspecting host at an opening cocktail party right before my very eyes. I was both disappointed and taken aback. The host was shell-shocked.
As most of you know, cruise lines do what they can to educate their distribution channels. We were all onboard as guests of a particular cruise line with hopes to become more versed in the product line. I was the motivational element of the program.
The opening reception is certainly not the place to rip into your host with one’s personal agenda, and day-one is definitely not the most effective time to capture a sympathetic ear.
Among other things, this was a clear sign of a lack of confidence on the agent’s part, not to mention a lack of professionalism. If timing is everything, this was a great example of how not to do things.
Stuff happens ladies and gentlemen. And “stuff” will happen to you. And when it does, it is your job to deal with it. But deal with it in a logical, clear-headed, results-oriented fashion.
When you find yourself in a position that requires a solution here are a few steps to take in proper sequence:
- Let the situation unfold. Stand back out of the way and watch it heat to a boil before allowing it to cool.
- Don’t attack a problem that is heading toward its boiling point. And never try to fix an over-heated customer. Allow time for the boil to simmer down.
- Step back and give the “problem” a slow but deliberate overview. Take it all in. Evaluate the options and clearly see the ramifications of each option.
- Have a cup of coffee, which will allow you time to think. Then keep thinking.
- Choose the best option with the most direct approach.
- Fix the “problem.”
In the case of my Seminar at Sea debacle, it would have been more prudent to wait a day or more before approaching the cruise rep. This would have taken the word “stranger” out of the situation and hopefully replace it with the word “travel associate.” A travel associate can accomplish tons more than an abrasive “lunatic stranger.”
Let’s flip the coin. Assume a “lunatic stranger” bombs you with a problem you were not braced to receive? How are you going to respond to that?
Same way. Go back and read #1 – #6 and starting today, take pride in your professionalism. More problems will get solved with less emotional damage.
Mike Marchev is recognized for his down-to-earth, street-savvy and honest delivery of useful sales and marketing advice, suggestions, tactics and strategies. For a complimentary copy of his Special Report titled: 11 Sales Mistakes You Must Avoid send Mike an email with the word TRO-11 in the Subject Box. email@example.com
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