I spoke with a jobber in Canton, Ohio who said that when he knows he is going to face an unhappy customer he will develop his game plan before he enters the conversation. Since you know most of your customers’ personalities pretty well, if you use good listening skills you will be able to ascertain if this is a big deal or not.
About the Author
Alan SipeAlan Sipe
President, Toolbox Sales and Consulting
Alan W. Sipe has spent the last 42 years in the basic hand tool industry including positions as President of KNIPEX Tools North America, Sr. VP Sales and Marketing at Klein Tools, Manager Special Markets at Stanley Tools and sales management at toolbox manufacturer Waterloo Industries. Currently Sipe is the owner of Toolbox Sales and Consulting specializing in sales strategy, structure, development and training. Sipe can be reached at [email protected] or 847-910-1063. Connect with Sipe on LinkedIn.