A masterclass: dealing with a crisis

Relationships are hard. Whether they are romantic, at work, in your family or with friends, no one escapes from having to face problems or misunderstandings. However, in a professional sales environment, dealing with issues, especially with your clients, can be particularly sensitive, and not knowing how to approach them can end up in a “breakup” and is the last thing we want to see.

In this last episode of 2021, Alex Whitlock and Russell Stephenson talk about the ramifications and consequences of having a big problem with a client. In this Killer Media Sales chapter, Alex shares a personal experience where he explains how the small things are those that can cause a problem with your client relationship, but how “big gestures” and the use of common sense are what will solve them.

He explains that the key factor to solve a misconception on the client side is acknowledging the problem, and that in letting your client know that you understand why they are unhappy is a very disarming way to approach it. Alex highlights that this has to be done sincerely. He also describes how he approached a very difficult situation doing this, and warns the listener to not let their ego take over the circumstance. He adds that the worst thing you can do is try to “justify” things as you’ll build up many barriers to negotiate effectively.

The pair also talk about why making a sincere apology, and showing that you’re there to reconcile the differences while recognising and acknowledging that something went wrong (if it did) will help you find common ground to build, and to move forward with your client.

A great episode to end the year and a must listen to all sales people, listen now!