Yesterday I was following up on an online order to confirm it would arrive on time. The online tracking system didn't recognize my order number, so I called the company. The young woman who answered the telephone was obviously having a bad day and was just downright grouchy. I started out pleasant until she told me the order would take twice as long as originally indicated. I asked for an explanation and she said, "That's how long it takes." I explained that upon placing my order the system gave a much shorter timeframe. Her response was, "You chose standard shipping and those dates are not guaranteed." No apology or explanation for the discrepancy; no offer to solve my problem, just sassiness!

Had the service provider apologized and at least tried to fix the problem, I know I would have gotten past the discrepancy in delivery dates. But she never offered to help in any way. We really needed the items by the weekend, so I just ordered them elsewhere with 2-day delivery. When her items arrive, I will return them for a refund. And... I will never order from that company again.

Do your service providers know how to handle discrepancies with class? An apology and an offer to assist can go a long way when discrepancies arise.

When a customer or client has been the victim of a mistake or has experienced a disappointment, consider the following actions:

• Listen for all the facts.
• Apologize for the disappointment (even if it's not your fault!) By offering a statement like, "I'm sorry you are disappointed," you show empathy and help the customer feel that you are on his or her side.
• Ask, "What can we do to help solve your problem?"
• If you have, in fact, made a mistake (like publishing incorrect delivery timeframes), take responsibility and assure the customer you will have it corrected for the future. Also, offer appropriate "damage control." The company in my story could have offered to re-ship the items with 2-day delivery (at my cost) and then pay for me to have the original order returned standard delivery. Had they made this offer, they would not have lost the order and me as a customer!
• Thank the customer for bringing the issue to your attention.
• And if you really want to impress: Do a follow-up call once the items have been delivered (or the service has been completed) to ensure that everything is satisfactory.

Click this link to learn more about the dynamic, integrated trainer's kit, DiSC- Powered Selling. It is based on the DiSC behavioral profile system and is appropriate for any employee involved in the selling of your products and services.