- February 17, 2020
- Author: D. Scott Mattson
Know how to close a conversation
The ability to close improves every single interaction. This is not closing a sale, it’s closing the conversation with a customer. Leaving an issue unresolved creates unnecessary problems. Data suggests as little as ~4% of dissatisfied customers will ever speak up. Not everyone will communicate what is bothering them—often because you haven’t communicated that you care. Your willingness to correctly close a conversation shows the customer three important things: You care about getting it right.
You’re willing to keep going until you get it right. The customer is the one who determines what “right” is. “Is there anything else I can do for you today? I’m happy to help!” Always look for small opportunities like this. Make sure you and your team always get to a place where, “Yes, I’m all set!” rings loud and clear.