Happy Monday!

Handling a tough situation distinguishes the average from the elite.

But how do you do it?

The first thing is to handle your emotions.  See this link on emotional bandwidth where we covered that.

Learn to handle the HEAT.  Learn more about an UPSET customer here.

Now to really break it down, we created a step by step guide we want you to use going forward.  This can be used in almost any “sticky” situation.


Stage 1 Initiation

Handling this situation poorly can affect your reputation.  Your reputation is like a tree.  It takes years to grow, but can be taken down with a swing of an ax!

Be honest, be transparent, and as blunt as possible.

Make yourself available- Chain of critical communication- face to face- phone- email- text.

Give them a commitment for a resolution deadline.

Must have a concise answer on how to resolve.  No wiggle room!

Stage 2 Emotion

H E A T   Hear Them Out — Empathize — Ask Questions — Take responsibility.

HEAR THEM OUT!  Let them say everything they need to.  No interrupting.  Let them DUMP!

Help the customer cope.  Statements like, “That would be a difficult situation.”

Refuse to be emotional about it.  This is business… JUST THE FACTS!

Let them express their wants and needs.  “How do you feel we can resolved the issue””

Stage 3 Escalation

Team Member — Coach/Store Leader — Joel.   Escalate as far as needed and quickly!

Avoid a large burden and the stress placed on one individual.

Poise and calmness are contagious from the top down.

Store Leader involvement, they have the ability to enhance the situation and our experts in this with past history of similar situations.

Ownership decision-  used where this is a large $ value or relationship value at stake or when it involves future business.
In this business, FIRES WILL HAPPEN.  Let’s be prepared when they do.

Turn every fire into an opportunity to WOW our customers and make them HAPPIER.


– Joel Fleischman.  Joel is Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.   Our purpose since 1985 is to be a supplier of other people’s happiness.



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