How to Deal With The Mob (no – not that one)

 

Every now and then we can find ourselves in a position where we have to deal with multiple customers – a board of directors; a committee; a husband and wife making a purchase; a family faced with a decision; a group of friends trying to agree on something; etc. They each have questions and different concerns, and they each want to be heard. Whether you’re selling something or in a customer service/support role, it’s a situation can quickly go sideways if not controlled properly.

The dynamics of dealing with a group of people is quite different than dealing with an individual. Here are a few do’s and don’ts to keep in mind:

Things to do:

1. Make sure that you’re patient, and listen to everyone.

2. When someone verbalizes an opinion different than yours, always acknowledge, and be respectful of, their perspective.

3. Control the interaction by asking relevant, open-ended questions.

4. Try and make sure that everyone is engaged.

5. Don’t voice your opinion unless you are asked – and even then, temper it.

Things to avoid:

1. Resist the temptation to try and identify the “primary decision maker.” In group decisions everyone plays a role, and trying to focus on one individual can be counter-productive.

2. Resist the temptation to argue. You don’t want to put someone in a position where they might look stupid in front of friends, family or peers.

3. Don’t take sides if two people in the group are disagreeing.

4. Don’t talk too much. Never pass up an opportunity to shut up.

Comments? We'd Love to Hear Them!

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Search by Category

Is Your Voice
Holding You Back?

Do you sometimes struggle with:

  • People not taking you seriously?
  • Difficult or emotional customers?
  • Getting people to listen?
  • Establishing credibility?
  • A stalled career?

You Need To Master Your Voice

Have you ever listened to a recording of your own voice and thought, “That’s me?”

It is, and it may be holding you back without you even knowing it. That’s why Belding Training created the powerful new Voice Mastery course.

Voice Mastery for Telephone & Business

Voice Mastery shows you how to control your voice, and use it tactically.

Enhance your:

  • credibility
  • ability to persuade
  • negotiation outcomes
  • ability to control emotional situations

Register today to begin leveraging the science of Voice Mastery.

Winning at Work

Is Winning At Work Coming to your Mailbox?

Sign up today for free weekly (sort of…) tips, tools and advice on success, and dealing with customers, employees, coworkers, bosses and more!

No spam. Just good stuff.

Join the Winning at Work community of over 10,000 people from 60+ countries!

%d bloggers like this: