Diplomacy and The Competition

[thomasgeorge]

In most cases an honest answer can be given without actually addressing the competitions work directly...simply saying something like " Well, let me show you some examples of my work..." and proceeding to do so will not only get the point across with crystal clairity but also (hopefully) help to divert the conversation from what Has happened ( poor quality work) to a more positive line.
Honesty is always the best policy but like so many things in life there are subtle ways to get your point across and avoid the problems associated with being too blunt and direct...I know because on occasion I tend to toss diplomacy out the window and reply with all the subtly of a Train wreck...not a good thing!!! Nobody wins or comes out "on top" ....
Believe me, folks do appreciate a Business person who is sympathetic to their plight but has the professional "presence of bearing" to avoid "taking sides" or getting into critical commentary about competitors. Its a necessary skill in Business and life...being Diplomatic,yet truthful without appearing pontificating or scornful....Tom

[winwintoo]

Tom are you suggesting that saying "I'm sorry you're disappointed" would be the wrong thing to say??

"I'm sorry you're disappointed" acknowledges what the person is feeling without casting any aspersions on the other business or commenting on the work done.

Margaret

[chiquitita]

Personally, I appreciate when someone is honest with me about a company / service. I think this can be done tactfully without badmouthing.

Recently a doctor expressed his opinion about another doctor I mentioned to him that I was dissatisfied with. He was tactful about it and didn't even have to really say much about his personal opinion (though I think it was evident). He simply said that they had heard similar things from their other patients about that doctor.

I appreciated that, and I feel the same way about any business I inquire about.

If you are in a small town and there is that much potential for a "war" then I guess it would be best to not say much, but it all depends on the situation. There are a million scenerios and each one would be different.

[thomasgeorge]

Margaret,
Apologising for someone elses work poorly done, while a noble and honest expression of sympathy, really does not make sense and might actually serve as "fuel for the fire"...Now every case is different and some people would take such an expression of sympathy in the tone with which it was offered, but there are others who would go right back to the Competition with a line such as .." and So-and So says it is a really bad job and said they were sorry that anyone would do something that bad"....Now, that is Not what was said, but things tend to get twisted to meet the demand of the moment, especially when anger is involved...so by expressing sympathy, suddenly you become entangled in a " they said.." type of situation. Very unsavory at best!
I just think it is better to divert the individual's attention away from the past and the poor job and get them to focus on the present and the fact that they are finally going to get the quality of work done they wanted in the first place.
Each situation is different but there is a common thread through out all, disarm the anger, refocus and keep the Professional High Ground...Believe me when I say I tried once to show sympathy and it blew up in my face! Having experienced that, I no longer express sympathy...just a calm positive attitude which is intended to address the clients desire to get the work done to their satisfaction. Tom

[Sanda]

I'm digressing a little but here goes. Recently I was reading an article in a local paper about a scrapbooking shop which had just opened and was horrified when the owner talked about people cutting up "old photos of ancestors" to make attractive scrapbooking pages. I wanted to tell everybody that they should copy the photo and use the copy rather cutting up the original. I just couldn't believe that somebody would be so irresponsible to advocate cutting up original photos. I know these people own the photos and have a right to do whatever they whant with them but it seems like vandalisim to me. Am I being silly? Do you have an opinion on this type of thing?

[Jakaleena]

Sanda,

I don't think that's being silly at all. I've had people request that I actually do the cutting before beginning a restoration (which I declined, btw).

This is an interesting topic - you might consider starting a new thread...

[thomasgeorge]

You are not being silly...far from it!!! Would you consider starting a new thread to discuss this sort of thing? It would be very useful and helpful!!!! Thanks, Tom

[Ed_L]

I'll wait for the new thread.

Ed