One of my past clients, Joe Falzon, owner of Signature Ford Lincoln Mercury in Owosso, Michigan and Perry Ford in Perry, Michigan shared this story with me about one of his clients. This client had purchased a vehicle from one of Joe’s dealerships and immediately took it on a vacation to the west coast. About halfway back on the return trip, he discovered his front tires showing signs of excessive wear. He soon spotted a Ford dealership and pulled in for some help. The service writer had the car examined, and explained to him that the vehicle’s front wheels were probably out of balance, and he should replace the two front tires. The owner reluctantly agreed, and even though it was a relatively new vehicle, he purchased two new tires.
About three quarters of the way back to Michigan, the owner discovered that the front tires were again starting to show signs of excessive wear. After arriving back home, he immediately took the vehicle into Joe’s dealership. Needless to say, he was extremely angry, and demanded to be reimbursed for the new front tires he had purchased from the out of state dealer, and to see the owner.
Joe Falzon listened to the client explain what happened and then had the car thoroughly examined. They discovered the car had been driven over some extremely rough terrain and the front end was badly out of alignment. Joe then explained to him the source of his problem, and suggested that the front tires were still in excellent shape and could simply be rotated to the back of the vehicle. Joe then asked the customer this magic question “What would you like us to do?”
The customer, seeing Joe’s concern and honesty, thought a moment, and then replied, “ I would be happy if you would cover the alignment and rotate the front tires to the back.” Joe Falzon created a win-win situation where the client felt he got a good deal, and in turn, Joe earned a client for life.
So once you ask the question, “What would you like us to do?” You now you have the opportunity to listen some more. Once the client has finished telling you what he/she expects, you have a chance to get into action and provide that person with a practical solution. You decide what you can do. If the client is asking for something very impractical or unrealistic, explain to him or her why you can’t do that, but what you can do. Give the client options.
Interestingly enough, many times the customer will ask for something far less than you are willing or able to give. The key here is to ask them. Let them be part of the solution. You will be surprised at how well this approach can work.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at businessworkforceblog.com and view additional job postings at Nexxt
About three quarters of the way back to Michigan, the owner discovered that the front tires were again starting to show signs of excessive wear. After arriving back home, he immediately took the vehicle into Joe’s dealership. Needless to say, he was extremely angry, and demanded to be reimbursed for the new front tires he had purchased from the out of state dealer, and to see the owner.
Joe Falzon listened to the client explain what happened and then had the car thoroughly examined. They discovered the car had been driven over some extremely rough terrain and the front end was badly out of alignment. Joe then explained to him the source of his problem, and suggested that the front tires were still in excellent shape and could simply be rotated to the back of the vehicle. Joe then asked the customer this magic question “What would you like us to do?”
The customer, seeing Joe’s concern and honesty, thought a moment, and then replied, “ I would be happy if you would cover the alignment and rotate the front tires to the back.” Joe Falzon created a win-win situation where the client felt he got a good deal, and in turn, Joe earned a client for life.
So once you ask the question, “What would you like us to do?” You now you have the opportunity to listen some more. Once the client has finished telling you what he/she expects, you have a chance to get into action and provide that person with a practical solution. You decide what you can do. If the client is asking for something very impractical or unrealistic, explain to him or her why you can’t do that, but what you can do. Give the client options.
Interestingly enough, many times the customer will ask for something far less than you are willing or able to give. The key here is to ask them. Let them be part of the solution. You will be surprised at how well this approach can work.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at businessworkforceblog.com and view additional job postings at Nexxt
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