In The Sales Arena

4 Things Every Sales Pro Needs To Do When We Mess Up! Welcome – this podcast is all about what to do when we mess up or make a mistake – and we will! The buzzword for this is “recovery”. What we need to remembers is clients don’t expect us to be perfect they just want to know when something goes wrong we will fix it. To be successful at "recovery": We have to fix what happened We have to fix the relationship Step #1 – Ask the client what went wrong?What is the problem? Where did we mess up? Don’t avoid! Listen and “shut up”! Don’t rationalize, justify, or defend even if what they say isn’t accurate from your understanding. Continue to ask – is there anything else I need to know? Note! It isn’t over until they feel they’ve been heard! Step #2 – own the mistake! Keep in mind the language is "I" made a mistake when you did it and we made a mistake when your team does it! It is never “they” made a mistake. Explain what happened, when necessary, so the client understands you understand and never make excuses! St