{"id":78,"date":"2021-06-29T13:48:46","date_gmt":"2021-06-29T11:48:46","guid":{"rendered":"https:\/\/legrandblogdelavente.halifax-consulting.com\/en\/?p=78"},"modified":"2024-05-22T11:41:55","modified_gmt":"2024-05-22T09:41:55","slug":"customer-relations-playing-hard-to-get","status":"publish","type":"post","link":"https:\/\/www.halifax-consulting.com\/en\/blog\/customer-relations-playing-hard-to-get\/","title":{"rendered":"Customer relations playing hard to get"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Clients demand excellent care and service\u2014perfect in some sectors.&nbsp; As you continue to improve your customer care, they raise their standards even higher.&nbsp; Sometimes the situation reaches a tipping point. How do you handle clients who are vocal about their dissatisfaction\u2014in good or bad faith\u2014and provide them with the special touch that they are implicitly asking for? The SORC model, adapted by Charly Cungi from Kanfer and Saslow\u2019s analysis grid, can help us get out of some tricky situations.<\/h2>\n\n\n\n<p>Fortunately this type of customer played by Michael Douglas in Falling Down only exists in the movies&#8230;<\/p>\n\n\n<section class=\"\">\n\t\n\t<div class=\"container\">\n\t\t\n\t\t<div class=\"row\">\n\t\t\t\n\t\t\t<div class=\"col-lg-12 col-md-12 col-sm-12 p-0\">\n\t\t\t\t\n\t\t\t\t<div class=\"embed-responsive embed-responsive-16by9 p-O rounded\">\n\t\t\t\t\t\n\t\t\t\t\t<iframe class=\"embed-responsive-item p-0\" src=\"https:\/\/www.youtube.com\/embed\/\" height=\"400\" frameborder=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t<\/div>\n\n<\/section>\n\n\n<h3 class=\"wp-block-heading\">SORC, you say?<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">S as in Discriminative Stimulus<\/h4>\n\n\n\n<p>This is the criticism made by the client in the sales environment. This stimulus can be conveyed by any of the senses: voice, disapproving look, sneer, posture, etc.<\/p>\n\n\n\n<p>Example: <em>An unhappy customer enters a shop to speak with a salesperson: \u201cHello, I\u2019m back because, well, look at my bag. All the stitching on the side has come undone. I can\u2019t believe it, the quality is really shoddy, especially for how much I paid!<\/em>\u201d&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">O as in Organism<\/h4>\n\n\n\n<p>Here the focus is on all the emotions and physical sensations that bubble up inside you and have an impact on how you interact with customers.<\/p>\n\n\n\n<p>Example: <em>The salesperson\u2019s heart is thumping and they think that the entire world can hear it. They blush (organism) and think, \u201cMy Lord, another dishonest customer asking for an exchange or a refund!\u201d (cognition). They feel personally attacked (emotions).<\/em><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">R as in Response<\/h4>\n\n\n\n<p>This is your defense system. When a person feels that they are being attacked, their stimulus causes them to subconsciously go into defense mode.<\/p>\n\n\n\n<p>Example: <em>\u201cI\u2019m sorry but I don\u2019t know what you put in your bag, because that never happens! Our stitching is very solid.\u201d<\/em><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C as in consequence<\/h4>\n\n\n\n<p>This is the reaction to the response noted above. It\u2019s what\u2019s called a \u201cmaintaining factor.\u201d The salesperson replied in the heat of the moment and didn\u2019t provide a valid answer to the customer\u2019s request. The client will respond in kind.<\/p>\n\n\n\n<p>Example: <em>\u201cThis is incredible. You\u2019re trying to tell me that I\u2019m the one responsible for your poor-quality stitching!\u201d<\/em><\/p>\n\n\n\n<ul><li><strong>The Vicious Circle model<\/strong><\/li><\/ul>\n\n\n\n<p>This is where Charly Cungi\u2019s adaptation of the SORC model comes into play.<\/p>\n\n\n\n<p>Here we have a situation that will lead the salesperson to have thoughts, emotions and reactions that could make matters worse.<\/p>\n\n\n\n<p>Mastering the SORC model allows you approach the client\u2019s annoyance with a clear mind and avoid a knee-jerk reaction. You stop reacting instinctively and instead formulate a plan from the start to avoid becoming caught up in a vicious circle.<\/p>\n\n\n\n<p>In our example, the sales rep can first attempt to understand the situation by asking neutral, factual questions: <em>When did you purchase it? When did you notice that? Do you have any idea what could have happened? <\/em>At this point, there are two possible solutions: send the bag back to the brand for restitching, or recommend a tailor who can mend the bag. The choice is made based on the bag\u2019s age, company policy, price, etc.<\/p>\n\n\n\n<p>You can generally predict the types of recurring problems that trigger these situations, which allows you to prepare in advance and think of all the potential solutions. Be creative!<\/p>\n\n\n\n<p>Work on positive, gratifying phrases that show the customer that you\u2019re solution-oriented, as well as phrases for when there is no solution.<\/p>\n\n\n\n<p>Don\u2019t forget the non-verbal cues that demonstrate to the customer that you\u2019re focused entirely on them and that they\u2019re IMPORTANT to you.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Clients demand excellent care and service\u2014perfect in some sectors.&nbsp; As you continue to improve your customer care, they raise their standards even higher.&nbsp; Sometimes the situation reaches a tipping point. How do you handle clients who are vocal about their dissatisfaction\u2014in good or bad faith\u2014and provide them with the special touch that they are implicitly asking for? The SORC model, adapted by Charly Cungi from Kanfer and Saslow\u2019s analysis grid, can help us get out of some tricky situations. Fortunately this type of customer played by Michael Douglas in Falling Down only exists in the movies&#8230; SORC, you say? S as in Discriminative Stimulus This is the criticism made by [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":18529,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer relations: playing hard to get - Halifax Consulting \u2013\u00a0EN<\/title>\n<meta name=\"description\" content=\"Clients demand excellent care and service\u2014perfect in some sectors.\u00a0 As you continue to improve your customer care, they raise ...\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.halifax-consulting.com\/en\/blog\/customer-relations-playing-hard-to-get\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer relations: playing hard to get - Halifax Consulting \u2013\u00a0EN\" \/>\n<meta property=\"og:description\" content=\"Clients demand excellent care and service\u2014perfect in some sectors.\u00a0 As you continue to improve your customer care, they raise ...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.halifax-consulting.com\/en\/blog\/customer-relations-playing-hard-to-get\/\" \/>\n<meta property=\"og:site_name\" content=\"Halifax Consulting \u2013\u00a0EN\" \/>\n<meta property=\"article:published_time\" content=\"2021-06-29T11:48:46+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-05-22T09:41:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.halifax-consulting.com\/en\/wp-content\/uploads\/sites\/3\/2024\/04\/customer-relationship.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1140\" \/>\n\t<meta property=\"og:image:height\" content=\"352\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.halifax-consulting.com\/en\/blog\/customer-relations-playing-hard-to-get\/\",\"url\":\"https:\/\/www.halifax-consulting.com\/en\/blog\/customer-relations-playing-hard-to-get\/\",\"name\":\"Customer relations: playing hard to get - 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