Many people struggle with how to open a business conversation with a new person or prospects. Lets assume for the moment that you have solved that puzzle and are now actually engaged in a conversation, whether in person, on the phone or via email. Typically little thought is given to how to close a business conversation. Yet, this is a critical moment. Done with a little thought you set up the next conversation and deepen your business relationships with prospects and networking contacts. Before you say, “Thank you for taking so much time to speak with me.”(or whatever phrase you use to close a conversation), you must set up the next conversation with your prospects and networking contacts.
A client told me a story today that illustrates a principle that every business owner or manager needs to embrace and act on.
Unhappy prospects or customers are an opportunity to display your real value and win a fan for life.
Here is the story from the owner of a start up yoga studio in New York City.
A neighborhood person began to say negative things about the studio on Twitter. Challenges about the pricing being too high and a lack of community involvement in the new studio. A PR person working with the studio’s owner responded and engaged the disgruntled neighborhood person. This lead to the owner becoming engaged and an exchange of emails that clarified the concerns and the facts of what the studio was really doing. The neighborhood person also received feedback from others about the competitive pricing for yoga in NYC. All of this lead to an invitation from the owner for the neighborhood person to come by for tea and attend a Saturday evening potluck party at the studio. Continue reading →