EducationQ&A

Can you offer advice on dealing with difficult clients?

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If we are open to conducting business on the open market, as most of us are, then we are forced to conduct business with people we may or may not like. We cannot always choose the personalities that we want to do business with; we are often forced to work with some that we might not necessarily want to socialize with. As a result, we find ourselves more concerned with working with the personalities of our prospects and clients than we are about the actual issues of the sale.

Sales are often made on the strength of the relationship we develop with the client rather than the actual weight of the offer we are presenting for their consideration. Little things can affect our results that we are not aware of in our examination of the presentation. It might be our dress, our hygiene, or just the fact that we are two minutes late or early.

I have a good friend who considers being on time a major virtue that cannot be compromised; it is very important to him. There are others who would deem many other things more important, and it is up to us to evaluate the most important factors to our prospects and clients.

If you have a prospect or client who is abrasive to your personality, just stay away or turn the account over to someone in your organization who can relate with the account. Don’t lock the door, because you may never locate the key that opens it again.

   —A-1 Awards

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Stephen L. Capper

Stephen L. Capper, along with his wife, Nora, and their daughters, Jami and Toni, owns and operates A-1 Awards, Inc. in Indianapolis. He has been associated with the awards and recognition industry for over 45 years, and has given numerous seminars since 1979.

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