Better Ways Of Handling Complaints

Most people trying to win others to their way of thinking do too much talking themselves. Let the other people talk themselves out. They know more about their business and problems than you do. So ask questions. Let them tell you a few things.

If you disagree with them you may be tempted to interrupt. But don’t. It is dangerous. They won’t pay attention to you while they still have a lot of ideas and crying out for expression and attention. So listen patiently and with an open mind. Be sincere about it. Encourage them to express their ideas fully.

One of the largest automobile assemblers in Thailand was negotiating for a year’s requirement of upholstery fabrics. Three important manufacturers had worked up the samples for presentation. All these have been inspected by the executives of the motor company and notices had been sent to each manufacturer stating, on a certain day, a representative from each supplier would be given an opportunity to make a final plea for the contract.

Tran, a representative of one of the manufacturers, arrived but with a severe attack of laryngitis. He lost his voice and he could hardly whisper. He was ushered into a room and found himself face to face with the textile engineer, the purchasing officer, the sales director, and the president of the company. Tran stood up and made an effort to speak but could not do anything more than a squeak. He then wrote on a piece of paper, “Gentlemen, I have lost my voice, I am speechless.”

Get In Here On How To Get Started Using Email Marketing.

“I’ll do the talking for you,” the president said. To Tran's surprise, he did. The president exhibit the samples from Tran and praised their good points. A lively discussion arose about the merits of Tran’s samples. The president, since he was talking for Tran, took the position Tran would have done during the discussion. Tran's sole participation consisted of smiles, nods, and a few gestures.

As a result of this unique conference, Tran was awarded the contract, which called for a million dollars worth of upholstery fabrics, the biggest order he had ever received. Tran knew he would have lost the contract if he has not lost his voice because he had the wrong idea about the whole proposition. He discovered quite by accident, how lucky he was, and sometimes it pays to let other people do the talking.

Letting other people do the talking helps in family situations as well as in business. My aunt's relationship with her daughter, Cherry, was deteriorating rapidly. Cherry, who has been a quiet, complacent child, had grown up into an uncooperative teenager. My aunt lectured her, threatened her, and punished her but to no avail.

One day, my aunt told me that she has given up. Cherry had disobeyed her and had left the house to visit her girlfriend before she had completed her housework. When Cherry returned, “I was about to scream at her but I didn’t have the strength to do it,” my aunt said. She just looked at Cherry and said sadly, “Why, Cherry, Why?’

Cherry noted and reply in a calm voice, “Do you really want to know?” My aunt nodded and Cherry told her, first hesitantly, and then it all flowed out. “I had never listened to her. I was always telling her to do this or that. When she wanted to tell me her thoughts, feelings, and ideas, I interrupted with more orders. I began to realize that she needed me — not as a bossy mother but as a confidante, an outlet for all her confusion about growing up. And all I have been doing was talking when I should have been listening, I never heard her.” my aunt said to me.

From that time on, my aunt let cherry do all the talking she wanted. Cherry told her what was on her mind and their relationship has improved greatly. She is again an obedient person.

Even our friends would much rather talk to us about their achievements than listen to us boast about ours. As for me, when I was in manufacturing, I was good at my work and proud of it. But instead of my colleagues sharing my achievements, some seem to resent them. To be able to befriend them, I talk about myself less and listen more to my colleagues. They also had things to boast about and were more excited about telling me about their achievement than listening to mine. From that time on, we have something to chat about. I ask them to share their joys with me and I only mention mine when they ask.

Get In Here On How To Get Started Using Email Marketing.

That’s all for now, my friends. See you all in my next article.

Go here for more articles.