[Jewelry making - Article 00068] - Re: [Orchid] Customer Communication Problem

[DocCarrie]

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    Gee, Wayne, you have a very elaborate firewall for your data that
    covers all the bases except one. Do you separate the data in your
    stand-alone computer from its backup effectively? I use a fireproof
    safe in another location. I think a lot of companies in NYC learned
    that lesson last fall. 

    As far as handling patients, I mean customers, when they don't have
    a clear picture of what's wrong with their prized possession, are
    afraid of the worst, the expense and loss, and may not initially
    accept what you have to say, I have found that a slow, quiet, simple
    explanation is the best. I practice the ones I expect to use in
    advance, so it's just right. 

    I listen to them carefully and answer questions in the same manner.
    If they are up for humor, a simple on-point joke can lighten the
    situation, but it must be really corny, so you can plead insanity if
    it doesn't work. 

    The best manner is sincere, eyeball-to-eyeball (since you are
    sincere, afterall) and caring. If you agree with them about
    anything, especially their anger over something, say so. This puts
    you on the same side and defuses their anger. 

    Find out what's wrong and point out what you are able to do to fix
    it. Don't keep pointing out what you can't do; just be silent on
    that point and nod and "mmmmm" sypathically. Doctors actually bill
    for this. Not bad, eh? 


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