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principle 3

Ask for the customer’s help in solving the problem.

Asking your customers for their help in solving the problem not only brings about a
better solution, but also makes your customers more committed to the solution. If
you can determine what the customer will accept as a positive outcome and offer it
quickly, you can influence customer behavior in the direction you and the customer
want to go. In other words, you create a win / win situation.

All of us want to feel that we have input in the decision-making process, especially
when it involves us personally. Involving your customers in the decision-making
process can also build their self-esteem because they feel good about being involved.

Read the following two scenarios and choose how to approach the customer. Circle
the option that best represents the use of Principle 3.

1. A customer has placed a rental order, and you are having trouble verifying the
references. You say:

A. “I need your help! I’m having trouble contacting your references. Can you give
me some more references that I might be able to contact? I want to deliver the
merchandise to you today, but I need your help with your references.”

B. “I haven’t been able to reach your references. Any idea why they won’t
return my calls?”

Think about how you would react to each of those options. Did you
choose option A? Notice how it makes the customer feel more
like a partner.

2. A customer has been consistently late on an account
for the last several weeks. You have finally contacted
the customer and ask:

A. “Your payment was late this week. Appreciate
you making the payment, but we really need you
to make your payments on time.”

B. “I need your help! We want you to continue
as a customer, but we need to receive your
renewal payments on or before the renewal
date. Can you help me figure out a way to do
that?”

Which of those options is likely to encourage the
customer to pay on time and feel good about the
company? Did you choose option B? Asking for the
customer’s help to solve a problem is a great way to keep the
customer from feeling the need to be defensive.
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