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Quick Ideas 74 to 76

the magic question: “What

can I do to make you Assignment

happy?” The customer first Always use the word
said that he believed he de- happy. It is critical concept,
served a $400 credit against and is understood by most
his bill for the time their people around the world, re-
phone service was down. gardless of the language in
The manager quickly agreed which it’s spoken.
and said “Will that make you

happy?” The fellow then said

that he wanted to get some service people out to his home and

have his phones fixed by four o’clock. The manager said “My

very best people are already en route. Will you be happy if your

phones are up and running by 4:00 p.m.?” The customer said

he wanted one more thing, an apology. With that, the telephone

executive apologized for the errors they had made in serving

him. He knew that the secret formula to dealing with upset

people is to ask the question, “What will make you happy?”

and then whenever possible, settle the dispute on their terms.

Epilogue

Why does the happy concept work? Because you’re ne-
gotiating happiness on the customer’s terms, and when you
agree to what they want, they feel empowered.

76

Quality Speaks Volumes

For a number of years a woman did a television commer-
cial for Hanes Underwear. Her slogan was, “It doesn’t say

99