This month, Jon’s article, How to Handle Nightmare Clients, is featured in the Denha & Associates, PLLC Blog.
We’ve all had those nightmare sales calls where we can’t get a word in edgewise and the client is a downright bully. Instead of wasting your time arguing, try these tips:
- When a client is bulldozing over you on the phone, get a pause by putting them on hold. Then you can regroup and gain control. Say, “Where were we? Oh, yeah. I was just going to ask you this.”
- When you’ve really lost control of a call, hang up on yourself while you’re talking. It gives you a minute to take a breath and recollect. Then, call back and say, “I’m so sorry. I don’t know what happened there.” Remember, the person who initiates the call is in control of the call – and no one ever expects you to hang up on yourself. (I learned that trick from You Can Negotiate Anything by Herb Cohen.)