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..