Seeking win-win solutions with customers and employees

Retaining the best employees and building good relationships with customers are two things that must be done in order to grow a business. It’s important to take care of both customers and employees. So when problems arise (as they inevitably will) we must be able to handle difficult conversations effectively. Here are 8 suggestions for resolving problems with our customers and our employees.

Don’t let your knee jerk, first reaction be no.

Some managers think that, “if you give an employee an inch they’ll take a mile”. But it’s not true. Other managers think that, “customers always want something for nothing.” That’s also false.

There are occasional exceptions (so don’t be naive) but the reality is this: Most people, employees and customers alike, are fair minded and won’t take advantage of a situation. So find a way to say yes. Rather than seeing the customer or employee as an adversary. Let the person know you are on their side. Literally, use the words, “I am on your side.” This approach allows the customer or employee to lower their defenses and work with you to find a win-win solution.

Gather all the facts.

Many times employees or customers will ask you about something the details of which you are unaware. Perform the necessary discovery and get all the information you can. Take time to “sleep on it.” This will give you the room you need to sort things out in your mind. The extra time can help you discover a win-win solution.

Note: When you say you’ll get back to someone, do it. Don’t make them contact you first for an answer.