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#2 Show solutions not problems
Don‘t counter a problem with a problem. The client really doesn’t need a second one… Want to know the details? –>
| Say “Yes, we certainly can help you with that issue. We can reprogram our system and reload the data and in just 3 weeks time we can deliver the results. And after checking all necessary steps we can offer this for no more than 5.000,- €.” |
instead of “We can help you with that issue, but we would have to reprogram the system and reload the data. That surely would take a lot time and incur high costs.” |
| Say “We surely can help you filling in 10 of the 120 requested fields in your Excel file. And we can fill in these 10 for free. In addition I could offer you to team you up with our colleagues from XY in UK and YZ in RU for filling in the rest. Maybe that will help.” |
instead of “Sorry, but we only can fill 10 out of 120 fields. The rest is beyond our field of expertise.” |
Looking for more? Details on each rule will be posted daily, one by one. Watch out for the new posts and follow the links below (shown once published)
#1 Be positive (link)
#2 Show solutions not problems (link)
#3 Explain, don‘t teach (link not yet published)
#4 Let them know, but don’t tell them (link not yet published)
#5 Be precise, but not overly precise (link not yet published)
#6 Know it all but don‘t be a know-it-all (link not yet published)
#7 Show sympathy and be helpful (link not yet published)
#8 If the client gets out of line, don’t (link not yet published)
#9 Say “Yes, and…” instead of “No, but…” (link not yet published)
#10 A shut mouth catches no flies (link not yet published)
Where did these rules come from?
Well…, most of my professional career I have been working in client service, thus working with clients… And when it comes to communication then I have witnessed and experienced many occasions where just choosing the wrong words lead to a major misunderstanding, to dissatisfaction, even to frustration and anger.
I also witnessed that a few adjustments of your communication can help reaching a mutually beneficial outcome of a maybe difficult and negative situation (like telling the client that the delivery will be late). These little adjustments is what I summarized for me into my “10 rules for better communication”.
These ten rules don’t claim to be complete or foolproof. They are just based on my personal experience and are the 10 rules that have helped me most over time. I hope you will enjoy reading my “10 rules for great communication” and I also hope that you will not take everything literally, meaning you don‘t have to start all of your sentences from now on with „Wow, …“ (first example in rule#1)… :-). And yes, the examples are exaggerated… 🙂
All examples are very focused on a consultant-client-relationship as this is where I spent most of my professional time. But I am sure that with a little imagination you could easily translate that into any industry.