CHAPTER 5Perfect Phrases for Conflict with Customers and Vendors

Is your customer always king? Do you have to do whatever he or she is asking for? Or can you take a stand and push back? There are no perfect answers but here is one guiding principle: it is a partnership.

When conflict arises with customers, it feels like a potential death threat. However, no good customer has an interest in doing anything that would jeopardize the health of you or your business. Make sure your customers (or vendors) understand the implications of their requests. Good customers will be willing to discuss options with you. And if it is a personality issue, get help from a peer you trust or your boss. Oftentimes it’s just about being heard! Practice your listening ...

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