Ever make an angry customer even angrier by trying to explain yourself?
Salespeople often make the mistake of explaining, defending, and justifying themselves when a customer is upset.
David Sandler taught a different approach: "Yesterday's dump is tomorrow's ice cream."
When a frustrated customer needs to vent, let them. Resist the urge to interrupt or solve the problem too soon. Once they've been heard, the emotion fades and that's when productive conversations and real solutions can begin.
