I guess to compensate for this short post I will post a humorous picture for you, my loyal viewers. This I had made and posted to Facebook a few days ago, when someone question whether or not I really had a barcode scanner. In retrospect it could be considered a metaphor for the way many people on the retail sector think during customer disputes.
And when it comes to disputes I think I have just learned the secret to dealing with a dispute, and thinking back to past experiences I believe this is an actual approach that will always work.
“Never loose the control in a situation”
I think it is that split moment when the control is lost that leads to an escalation. By keeping control, it allows for “Personal Accountability,” keeping the situation in the range where you have control. I think that if you gave a little but have the customer, client, co-working believing that it is better for them to beat there head against a brick wall than challenge you for more, you remain very likely to succeed in your delima. Although key factors in this actually working is, you appear to actually know what you are talking about, you don’t leave time for the other person to actually think about it, and they think you are honest.
Have you ever heard a good reporter that actually get a politician to reveal something, this is really what they do it seems, is keep control. I can confirm this one of the best hosts that I ever had dealt with was Paul Castle from CBC Saint John, when I was running for Mayor. He never for a second gives up control, appears very knowledgeable, and has and honest trusting sound to his voice.