CHAPTER 60
Making It Right Is More Important Than Being Right
Far too many frontline reps approach disagreements with customers as battles to be won. They come at the customer like a prosecuting attorney, wanting to prove they’re right more than anything. Pride is allowed to overtake service, defensiveness to ride roughshod over accommodation. The service interaction is allowed to devolve into an argument, and when that happens, the rep has already lost.
“But what if I am right?” frontline reps will often ask.
“So what?” I’ll reply. “In 99 percent of cases, does it really matter?”
In most cases, it doesn’t, and this is where our natural inclinations run counter to our ability to deliver a Hero-Class customer experience. Deep down, we want the ...
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