A child seldom needs a good talking to as a good listening to.

Robert Brault

Stay in business long enough, and we’re all bound to have problems. Not every customer will be happy. Not everything will break our way. Not every transaction will go off seamlessly. Eventually, we’ll have to deal with problems.

Our first inclination is always to defend ourselves; it’s how we’re wired. We want to rush in and explain why we’re right and our unhappy customer is wrong.

If I can just explain this to them, they’ll know that I’m 100% right. I’ve just got to teach them the right way to see this.

If you’ve ever tried to teach a lesson to your child when they’re upset, you know that reasoning with someone when things are heated and contentious is a recipe for disaster.

Better to express some empathy for their predicament, giving them some time and space to cool down a bit, before trying to teach them something.

A customer seldom needs a good talking to as a good listening to.

Joe Cook

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