CHAPTER 53
Always Get Buy-In for Your Response Times
As we discussed in Chapter 17, one of the most powerful techniques when disengaging from a customer is getting buy-in for your response time. This is an easy concept: You’re simply asking the customer if the date or time you want to get back to her by is acceptable. The power of this process is that it gives the customer a sense of control and input. How can she get angry about you not calling her back until Thursday when she said it was okay? Once the customer agrees, even if only grudgingly, she has buy-in on the timeline. This helps take pressure off both you and her, and it’s the perfect technique to combine with assuring accountability to make disengaging from customers as smooth as possible. ...
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