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#314 Stop Winging It!

We formulate a reply, often an excuse or rebuttal, before the talker stops. We all do it. On the phone, in person, chat, text, or email. If you are not 100% sure of the correct reply and 100% sure it will delight the other party, all you need to say is: “Let me check into that.” This type of response becomes especially critical when there is a problem. Once you’ve said you would check into it, do so promptly. When you take a few minutes to investigate it, your reply is almost sure to be both different and better – sometimes massively better. Train your staff to do the same, and you will avoid some of those less than happy reviews.

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