Last weekend we purchased a new casserole. After choosing the right product I asked the sales staff if this product is suitable for use on ceramic hobs. The answer was yes, sure. It didn’t sound too convincing to me, so, I asked him to show me on the packaging of the casserole as it is normally mentioned there. Instead of checking the box he asked a senior colleague who immediately told me that the product cannot be used on ceramic hobs. As I liked the casserole, I asked for the box and checked it myself and there, indeed, it was mentioned that the product can be used on ceramic hobs.
I mentioned then to the more senior of the sales staff, who gave me the wrong answer, that she should really have better product knowledge. She argued back that it is not so easy to know everything. Since her responsibility is only pots and cutlery I argued back and mentioned that I had a very basic question and I would expect her to know her product better. This is what a customer expects from a sales staff. Again, she argues that it is not easy to know everything.
So what is my point here? We all have a job to do, and with that come certain expectations, like in my example above; if you are selling pots, you must have product knowledge in order to advise customers correctly. If we don’t fulfil these expectations, which come with the job, then we are in the wrong.
My view is, if you are found to be in the wrong, don’t’ defend yourself, argue, or give excuses. The other person will only attack you again, there is a risk of escalation. It only prolongs the issue and after that you are still in the wrong and everybody around you knows it as well. So, if we are wrong, I think we are better off to take an approach like:
1. Immediately admit that you are wrong by saying ‘You have a point and I agree with you. I will learn and will do better in the future. Now let me see how I can settle the current issue.’
2. Apologize for the inconvenience, if appropriate. Normally it is appropriate.
3. Learn and close the gap as quickly as possible.
If you take this approach, the case will be settled quickly and you do not provide any further opportunity to be criticised. If the other person goes on ranting, just repeat calmly ‘Look, I have already agreed that you are correct. I have apologized and I will do better in the future. There is not much more that I can comment at the moment.’ If you say that and don’t provide further ‘ammunition’ for the other person to criticise you, the case will calm down quickly and normally the other person is not really that upset anymore.
So, if you are wrong, you are wrong. Admit quickly as indicated above and move on. No need for long arguments which makes everybody a bit grumpy. And, learn from the situation and improve.
I mentioned then to the more senior of the sales staff, who gave me the wrong answer, that she should really have better product knowledge. She argued back that it is not so easy to know everything. Since her responsibility is only pots and cutlery I argued back and mentioned that I had a very basic question and I would expect her to know her product better. This is what a customer expects from a sales staff. Again, she argues that it is not easy to know everything.
So what is my point here? We all have a job to do, and with that come certain expectations, like in my example above; if you are selling pots, you must have product knowledge in order to advise customers correctly. If we don’t fulfil these expectations, which come with the job, then we are in the wrong.
My view is, if you are found to be in the wrong, don’t’ defend yourself, argue, or give excuses. The other person will only attack you again, there is a risk of escalation. It only prolongs the issue and after that you are still in the wrong and everybody around you knows it as well. So, if we are wrong, I think we are better off to take an approach like:
1. Immediately admit that you are wrong by saying ‘You have a point and I agree with you. I will learn and will do better in the future. Now let me see how I can settle the current issue.’
2. Apologize for the inconvenience, if appropriate. Normally it is appropriate.
3. Learn and close the gap as quickly as possible.
If you take this approach, the case will be settled quickly and you do not provide any further opportunity to be criticised. If the other person goes on ranting, just repeat calmly ‘Look, I have already agreed that you are correct. I have apologized and I will do better in the future. There is not much more that I can comment at the moment.’ If you say that and don’t provide further ‘ammunition’ for the other person to criticise you, the case will calm down quickly and normally the other person is not really that upset anymore.
So, if you are wrong, you are wrong. Admit quickly as indicated above and move on. No need for long arguments which makes everybody a bit grumpy. And, learn from the situation and improve.
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