Jim called on a current customer and the customer started the meeting by saying, “We are going to have a chit.” When Jim gave the customer a questioning look, the customer responded by saying, “You’ve heard of a chit-chat. Well, a chit is a one-sided conversation; there will be no chat. I’m going to talk and you’re going to listen!”
Jim said he continued to listen as the customer complained about the service that Jim’s company provided. I imagine we’ve all been the recipient of such a “chit”. We had to listen when someone aired their laundry list of complaints. Not a very effective tool for problem solving. So, what do you do?
You do just what Jim did. He listened to the customer’s story, took notes, went back to his office and followed up on the customer’s complaint. He then called the customer later with the resolution.
It is hard not to respond in the moment – not to offer some defense for what happened or might have happened. Jim said this was what he wanted to do but knew he and his company would be better served if he just listened and then followed up later with a solution.
There are times when we can all take a page from Jim’s book. What’s been your experience? Have you ever had a “chit” with someone? Post your comments here.