I know that many of you have heard of or read The Seven Habits of Highly Effective People by Stephen R. Covey. If you have, this will be a review of Habit 4: Think Win/Win. In my real estate training, I was always told "Win/Win or No Deal", which Stephen Covey also covers in this book.
To quote from the book:
"Win/Win is a frame of mind and heart that constantly seeks mutual benefit in all human interactions. Win/win means that agreements or solutions are mutually beneficial, mutually satisfying. With a Win/Win solution, all parties feel good about the decision and feel committed to the action plan. Win/Win sees life as cooperative...Win/win is based on the paradigm that there is plenty for everybody, that one person't success is not achieved at the expense or exclusion of the success of others...It's not your way or my way; it's a better way, a higher way"
As you can see, applying this concept to customer service will put you on the path to success in business. However, I might add that in business sometimes there will be Win/Lose situations in which the business may lose, but they're few and far between. Sometimes we just have to "bite it" and let the customer win so that in the long run there'll be more win/win.
Comment Preview