What is the best way to tell a customer their order is on hold?
Answer: If you are asking
how the information should be transmitted, the answer is by phone. A
fax is too impersonal; a letter takes too long; and arranging for the
salesperson to deliver the news may result in a 'spin' being placed on
the news. If you are asking how to tell the customer - the answer is
that you should give your customer the facts, and do so in a non-threatening
manner without offering any value judgments, or apologies, or opinions.
An example of all three would be the following statement:
"Obviously you are incapable of making a commitment you are able
to keep, but I am sorry to have to put your account on hold, but
my guess is that you would have continued to pay slow until eventually
you either went out of business or filed for bankruptcy protection." |