Avionics News February 2013 - 57
the problem, so control your own
emotions, offer a major apology
and answer questions respectfully.
Stand in the customer’s shoes
for a minute. This bad news may
directly affect them in ways you
don’t completely understand, such
as increasing pressure from an
employer, adding demands to their
personal schedule or stressing
limitations of a budget. Empathy
toward those concerns shows the
customer that their satisfaction
is still your first priority, which
might save the relationship.
Prioritize tracking the progress of
fixing the problem, and give the
customer regular status updates until
it’s resolved to their satisfaction.
Using the right tools makes this
tough job easier. There’s no good
way to break bad news, but SPIKES
helps you sensitively and successfully accomplish what needs to be
done, and it beats the alternative. q
FOR ALL YOUR ADVANCED
THERE’S ONLY ONE PIC.
S = Strategy
Once you have given the receiver the facts; now outline a solution.
This offers hope, stimulates action
and reinforces your company values. Just don’t make promises or
assurances you can’t keep.
With an employee, you’ll have
their attention if he or she still has
a future with your shop. So tell
them what you want them to do
and how it will benefit both parties. If you’re firing the employee,
you may even be able to help
them learn from the mistake by
outlining how someone else may
have done things differently. You
may also offer a referral to career
coaching, counseling, a mentoring program or any other program
to help them start the next leg
of their journey. This might help
ease uncertainty or anxiety, and it
can help you, too.
With a customer, take charge
and assume ownership for the
situation. You will appear more
competent when you confront the
issue head on, and you’re more
likely to retain the customer’s
business if you manage the burden
for the problem. Provide a specific
plan of action. Ideally, compose
this before you break the news.
PIC Wire & Cable makes customers’ jobs easier by helping improve platform and system performance, reduce development
and manufacturing schedules and lower total costs. It helps that
we also design and engineer technically advanced and proven solutions, including our PICMATES™ family of interconnect products.
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