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15.09.2008 | 雙贏局面

工作上往往遇到拗撬, 尤其係我呢行, 好多時候都要同顧客展開拉鋸戰.. 通常都會先企硬, 儘量利用一大堆explanation同埋black & white嚟protect自己, 可免則免啦.. 首先探吓個客嘅風聲, 如果好堅決咁就唯有退一步尋求alternatives囉.. 雙贏局面最終都係最重要嘅一個守則, 要儘量做到顧客滿意, 但係另一方面又要顧全公司與同事嘅利益, 呢方面嘅customer handling唔容易啊..

記得以前經驗尚淺, 個客話要咁樣我就九成九都話OK, 事事都以客為先, 跟住就自己煩惱點算好(有苦知己知).. 其實都好唔健康, 所以而家隨著經驗嘅累積, 我會用另外一個角度嚟睇, 因為做嘅人唔係個客, 所以應該以自己為大前提, 顧慮能力範圍之內辦唔辦到, 連自己都唔protect自己就冇其他人可以幫你.. 其實只要稍為諗深一層再同個客解釋清楚, 我會儘量推掉不必要嘅要求, 所以每次send email前都會再三檢查字句, 要好聲好氣, 唔可以得罪但係又要冧掂顧客..

職場就如戰場, 呢句話一啲都冇錯.. 所以我通常都會先同顧客打好關係, 萬一第時有咩拗撬, 大家都有偈傾囉.. 工作上要做到內應外合+面面俱全+雙贏局面, 其實我都仲有好多嘢要學..there are always arguments you faced in work, especially for my industry, it's a tug-of-war between customer and ourselves.. most of the time i would first stand firm on my own interest, try to get as many reasonable explanations and black & white to protect myself, avoid things that can be avoided.. it's just like testing the temperature of the customer, if they are very keen then it would be a step backward to look for alternatives.. anyhow, win-win situation is always a good principle to handle things, try the best to satisfy the customer, while on the other hand to protect the interest of the company and colleagues, this kind of customer handling is never easy i'd say..

i still remember when i was less experienced and not so exposed to deal with customers, i will 99% agree with what the customer requested, just say OK and back home to worry how to deliver what has been committed.. i realised this is actually not healthy, hence as i gained more experience, i started to think the other way round.. customer is important, but the one doing is ourselves, so considerations should be made first based on our own ability and interest, not the customer.. sorry to say, if you are not protecting yourself, nobody can do that for you.. anyway, as long as we think positively and explain reasonably, it's just fine to reject the customer for unnecessary things.. that is why i spend time on drafting communications to customers, it has to be very careful, friendly and strong at points to support yourself, and ultimately able to convinced the customer on the reasons..

work is like battle, this is never wrong.. for me, i would always build up good relationships with customer, just in case there are arguments in the future it won't be too bad.. to gain win-win situation + good rapport + all rounder inside out, i still have a lot to learn about..
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13 comments:

  1. This is the so called "Business World".

    I used to deal with a client requested to change few items in the meeting minute, even everyone had agreed on the job task in the meeting. The conclusion = she just try to play politic loh, because the minute is not on her favor.

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  2. Nice write up. Btw, pls disregard the add request on your FB account. Sorry if it was imposing. Was actually prompted after reading your 我没有blog。Thought this is one guy worth being friends with. Guess it is not necessarily reciprocal. Too bad I am not a customer. ;)

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  3. haha... i face it everyday...
    most of the time i deal with government alot... haiz...

    meeting minutes or black and white... sometime just useless... hahah

    but still important to keep it black and white...

    cheers

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  4. lifebook:
    well, if i were to face that situation.. whatever agreed and minuted is a fact.. just need to notify the changes she proposed to all stakeholders, and get everyone's approval and endorsement on the changes and impact thereafter.. afterall she's not the only person playing the game, right??

    anonymous:
    welcome to my blog!! BTW, just curious where you find the link to my blog from my FB, or from my FB to my blog?? hehe.. anyway, no problem at all adding me in..

    william h:
    hehe, i think everyone has their own customer in any form.. i do deal with government customers also, basically my company can get to any industry due to the business natuer.. so just keep black & white, just in case you need protection for arguments later, you'd never know..

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  5. Thank you for your kind welcome. (I gatecrashed, anyway:) ). Forgot to mention the one blog of yours that I truly identify with - the one dated 02.06.08. It happened to me just recently. Still in a state of disbelieve and shock. As for your curiosity about your FB Acct & Blog link, well, I am sure you can figure it out with a snap of your fingers. Have a good evening. Cheers.

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  6. take it easy and try to enjoy what you do lorr ... hmm you deserve a good film now ... have you NOT seen mama mia yet? la la lum la :)

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  7. anonymous:
    the blog dated 02.06.08, hmm, got me a while to search and re-read it, anyway it was over and there's just nothing that haunts me at all now.. am still being happy, hope you'll get over it soon and stay cool too.. it's not important how you link to my blog, just enjoy reading and commenting anyway.. cheers!!

    csws:
    of course i need to take it easy and enjoy what i'm doing lorr, after all it's just my job but not my life maa.. mama mia, still under "coming soon" status lor, hahaha..

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  8. Someone told me this....
    If you cant convince your customer, confuse them....
    hhaha....

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  9. Thx for the kind words. Very stark similarities in our 遭遇. Am still recovering - actually more from feeling absolutely bewildered, rather than bro*** hearted. Can't genuine brotherly/sisterly concerns exist anymore? Btw, I enjoy this site a lot but usually in the "stealth mode". Man of few words, u see ;). Have a good evening!

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  10. i dont know about you :) you have to KA (kiss ass) your customers, but do you have to KA your boss??? or you are your own boss???

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  11. grace:
    hmmm, i don't buy that.. confusing the customers creates uncertainties and this may cause arguments in the future.. not a good idea i think..

    anonymous:
    haha, great to hear that you are healing.. well, being stellar or stealth on this blog is totally fine.. so long as i've got supporters, and that's really some kind of motivation to keep things up..

    傑士﹕
    well, that terms is rather not nice to hear.. but in this world of reality, there's just anything you could have done to protect yourself from shit.. agree??

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  12. Well... I always see in this way- the work itself is not complicated to deal with, it is somehow the human communication or the human nature who make the work difficult. Agree ?

    When comes to certain level , it is your interpersonal and communication skills count !

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  13. yes, you are definitely right and i totally agree with you.. it's always the interpersonal and communication skills, even if the work is dead, you can sometimes make it alive with your skill, haha!!

    ReplyDelete