Using preemptive acknowledgment

Some problems are unavoidable, but that doesn't mean you still can't help a customer avoid getting upset. This video will show you how to use a technique called the preemptive acknowledgement. It's one of my favorite techniques for preventing customer anger. When customers get angry, it's often because they have an unmet emotional need. It feels like nobody cares about their problem. The preemptive acknowledgement works because it acknowledges the situation and the customer's negative emotions before they boil over. In most cases, the customer instantly feels better and never really gets upset. There are three steps to using this technique. Step one is the most important. You must spot the problem before the customer actually gets angry. For instance, if you see someone waiting in line and realize they're likely to get a little upset about the wait. Step two is to acknowledge the customer's emotions. You might tell a person waiting in line, thanks for being so patient. I appreciate it. Step three, of course, is to fix the problem. For a customer waiting in line, you could offer to serve them now that it's their turn. Chances are someone has used the preemptive acknowledgement to make you feel better. Here's an example that's happened to almost everyone. Imagine you go out to a restaurant with family or friends. It's a busy night, but you relax and enjoy a nice conversation after placing your order. The evening is going well until you start feeling hungry and your beverages are getting low. It seems like your order should have arrived by now. It gets worse the longer you wait. And soon, everyone at the table is talking about the delay. And then the people at the table next to you get their order and you're positive they arrive 10 minutes after you did. You look around to find your server, but it seems like they're hiding because they're nowhere to be found. By the time your food arrives, everyone at the table is upset and it becomes harder to have a good time. Now, let me give you the same scenario, except this time your server uses the preemptive acknowledgement. This time around, your server appears just as your drinks are getting low and everyone at the table starts to wonder about the food's arrival. Hey, I'm so sorry about the delay. I just checked in the kitchen and your order is the next one up. In the meantime, can I refill your drinks? The delay isn't a big deal when a server uses the preemptive acknowledgement. I encourage you to try this technique with your own customers. Start by thinking of a few situations where a customer is likely to get upset. Maybe you have to deliver some bad news or your customer is about to experience a minor inconvenience. Next, think of ways you can acknowledge their feelings before they boil over. Finally, determine how you can refocus on getting to a solution. You can download the preemptive acknowledgement worksheet to help you with this exercise. The key to this technique is using it before a customer gets upset. If you can do this, your customers will never realize how close they were to getting angry.