// April 15th, 2010 // No Comments » // Behaviour
If a client chooses another option over the one you’re selling, there are two things you can do.
The first is to attack the client directly – accuse them of being unprofessional, complain that you didn’t do your best and deserve another chance, bad-mouth the competitor, complain and use all your sales skills and existing knowledge of the client to try and guilt them into reversing the decision.
The second is to take it on the chin, to wish them well and tell them that the door is always open if there’s anything you can ever do for them. Keep it professional and objective, get feedback on what you could have done better, and stay in touch.
Guess which one means you might get the business back eventually? That’s right – the one most of us don’t do.
There’s a poster on my wall at work that says “If you’re tired of people exposing your mistakes, don’t attack the people. Attack the mistakes.” I’ve seen a few people in the industry respond to criticism by publicly attacking the critic. How does this make you look more credible? If you have issue with the review, address the review, not the reviewer. Attacking people, instead of issues, just weakens your argument. Or, just for something different, be confident enough in what you’re doing to ignore the criticism. If you don’t credit the reviewer, don’ respond publicly – just ignore it. Drawing attention to nasty things someone said about you on the internet doesn’t create anything but antipathy. And I’m pretty sure we’ve got enough of that already.
If it works, do it again. if it doesn’t, do it again. And don’t feed the trolls.