I can see that, but I don't think it looks like weakness so much as an unwillingness to publicly assert the client is absolutely wrong. It's the difference between "I think you've made a mistake" and "You have no idea what you're talking about." I guess this comes from my background; I was taught to try showing the customer that he's wrong before telling him he's wrong (granted, this isn't a real customer, but the outside world doesn't know that).
How to deal with a local competitor writing fake reviews.
- Thread starter Eric@noware
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I can see that, but I don't think it looks like weakness so much as an unwillingness to publicly assert the client is absolutely wrong. It's the difference between "I think you've made a mistake" and "You have no idea what you're talking about." I guess this comes from my background; I was taught to try showing the customer that he's wrong before telling him he's wrong (granted, this isn't a real customer, but the outside world doesn't know that).
Eric@noware
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Luckily as the business owner, I can edit my response.
I changed "I couldn't seem to find any record of a customer with your name, or of a computer with that problem in that time period" to "we don't seem to have any record of a customer with your name, or of a computer with the problem you described in that time period", to give it that more "confident" feel, while still not making it look as if I were calling someone an idiot or a liar.
Thanks again, guys. It's a real gray area when it comes to addressing things like this.
I will admit that my first instinct was to confront the unscrupulous shop owner in question, but my better judgement told me to bring the issue before my peers, in order to find the best solution. I am so very glad that I did.
I changed "I couldn't seem to find any record of a customer with your name, or of a computer with that problem in that time period" to "we don't seem to have any record of a customer with your name, or of a computer with the problem you described in that time period", to give it that more "confident" feel, while still not making it look as if I were calling someone an idiot or a liar.
Thanks again, guys. It's a real gray area when it comes to addressing things like this.
I will admit that my first instinct was to confront the unscrupulous shop owner in question, but my better judgement told me to bring the issue before my peers, in order to find the best solution. I am so very glad that I did.
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