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ProTip: Sticking Your Foot in the Door (Carefully)

Posted by Michelle Nitchie

Aug 1, 2017 9:04:00 AM

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"If you accept this price, I'll have a lot more work for you in the future."  Agree to this deal only if the following points are true:

  • You get the commitment to future business in writing. 
  • You know exactly how much future business there will be and exactly how much of it will come your way.  
  • You can afford to do the work or provide the goods at the lower rate.

Michael C. Donaldson, Negotiating for Dummies

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Topics: Business Skills, Negotiation, Decision Making

Are You Cut Out To Deal With Difficult Customers? 5 Quotes That Help

Posted by Katie Scheer

Jul 18, 2017 12:32:06 PM

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You are in business, which means you have customers that have absolutely made you feel this way.  We have all been put in that tough position of dealing with a very unhappy, angry, and/or irrational customer, and at times, we have a hard time keeping our cool.  Here are some simple quotes (that we are revisiting from before), along with my take on them, which will give you advice and tips for handling these tough customers and situations...

 

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Topics: Customer Service, Negotiation, Difficult Situations

5 Quotes to Help You Deal with Difficult Customers

Posted by Katie Scheer

May 10, 2016 9:34:00 AM

You are in business, which means you have customers.  Where there are customers, there are difficult customers.  We have all been put in that tough position of dealing with a very unhappy customer, and at times, we have a hard time keeping our cool.  Here are some simple quotes, along with my take on them, which will give you advice and tips for handling these tough customers and situations...

 

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Topics: Customer Service, Negotiation, Difficult Situations

ProTip: Yeah, But...

Posted by Michelle Nitchie

Nov 19, 2015 10:00:00 AM

Yeah_But_Response.pngOne of the most self-destructive ways to listen in business and personal situations is listening with what I call the "yeah, buts."  This condition occurs when there is a kernel (or more) of truth in something negative that is being said but you don't want to hear it.  You are defensive about what the speaker is saying, so the first response out of your mouth is "yeah, but."  

Whether you're listening to a customer, boss, or spouse, you've got to put the automatic "yeah, but" response on hold.  These responses keep you from hearing the other person.  You block out any chance you have of learning something from this person.

-Michael C. Donaldson, Negotiating for Dummies

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Topics: Listening, Business Skills, Negotiation

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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