First, confirm that you have the same goals. Use a slow even deep voice. Use empathy. "I understand how you feel this way, ..."
Identify. "I felt the same way when my car wouldnt start because the mechanic forgot the johnsonrod" Then throw in how their peers may of gone thru the same experience but ended benefiting. "Another customer felt this way but we fixed the problem before any real damage occured and now they couldnt be happier because..." Iterate a few times. Never match your voice to theirs if they are raising theirs. Always slow and even. The only exception is if your trying to make them identify. So, if they are talking louldy and fast, respond with "I TOTALLY UNDERSTAND, I ONCE" but then move back to slow and even "GOT SCREWED BY A MECHANIC who did this to me and I was angry." So, you go into their area, identify, and bring them back to a state where you can reason with them. Think of it as an art form. Like herding cats. DRE On 10/17/06, Steve Kahn <[EMAIL PROTECTED]> wrote: > > My two cents: > Sometimes clients behave poorly at transition points, as a way to keep > costs > fixed and discourage additional fees. > > -----Original Message----- > From: loathe [mailto:[EMAIL PROTECTED] > Sent: Tuesday, October 17, 2006 5:15 PM > To: CF-Community > Subject: Advice needed > > So we had a release. > > Then the client found problems during acceptance testing. > > One of the owners came and said fix it and email in the changes > The other said don't change anything. > > Both were pretty pissy about the whole thing. > > Now, from my perspective, problems SHOULD be encountered during testing > and > fixed, but these guys are getting all worked up over nothing. > > How would you deal with this? I mean, I am kind of upset at the way I was > dealt with, and think that they are expecting too much. No application is > perfect, and this one is far better than the way we received it. > > I guess I'm just pissed off. Should I say something or just suck it up? > > > > > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Introducing the Fusion Authority Quarterly Update. 80 pages of hard-hitting, up-to-date ColdFusion information by your peers, delivered to your door four times a year. http://www.fusionauthority.com/quarterly Archive: http://www.houseoffusion.com/groups/CF-Community/message.cfm/messageid:217902 Subscription: http://www.houseoffusion.com/groups/CF-Community/subscribe.cfm Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=11502.10531.5
