Making bad news good news

Sales Tip 280

Making bad news good news

I learned how to turn an uncomfortable situation into a positive one at J.B. Robinson Jewelers when a customer came in to get her ring cleaned. After a close inspection, I put it in the ultrasonic cleaner. When I removed it one of the diamonds was missing. Rather than panic, I fished out the diamond, went directly out to the customer and immediately said, “This is your lucky day. Thank goodness your diamond fell out in the ultrasonic and not lost somewhere else where you probably would have never found it.”

The customer was elated and left the ring so we could reset the diamond. That’s how you turn bad news into good news.

Marvin Montgomery is The Sales Doctor: Author/Motivational Speaker/Professional Sales Trainer

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