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Taking the sting out of a surprise
Pretty much everyone hates nasty surprises! Yep!
Bad news sucks!
We all experience pain and suffering at the hands of Auto-Mechanics (I’m at Lincoln Ford of Franklin and just got the news I need new brake pads and tires), doctors, REALTORS, Dentists, and the worst part about all this is that surprises NEVER seem to show when we have the patience, time, or money to deal with them . . . otherwise, they wouldn’t be – well – SURPRISES!
Our only emotional regulators are adopting a mentality of expecting to be surprised – ALWAYS . . . as we keep our eyes on our surprise barometers 24/7.
These surprises do NOT have to ruin our days. So often, the difference between a “TRAIN WRECK” and an “inconvenience” is in the presentation of said surprise.
As service providers, we can turn our FULL attention towards our surprised clients and with appropriate empathy show and explain the problem . . . followed by offering a couple of solutions.
The operative action that makes this work (in terms of taking the edge off) is the subtlety of coming out from behind the service counter – or meeting the client in person – and taking ... more

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