Emma: “A client calls: ‘We have a major problem with your print job.’ What do you do?”
Bill: “Follow this mantra: React, recover, resolve. I’d start by calmly saying, ‘Tell me the specifics.’
- React — Address the problem while showing empathy and curiosity. Make no assumptions.
- Recover — Stabilize the situation.
- Resolve — Solve the immediate problem—like getting them a small quantity asap.
It is important to have a process.”
Emma: “Like how Kate and I used to panic about fender benders, but now we know to snap photos, exchange numbers, and move on.”
Bill: “Perfect analogy—you and your sisters gained expertise in vehicle damage as young drivers—and yes, you’ve got it. Calm, professional, and quick wins the day. Do you have an AI hack to suggest?”
Emma: “Here’s an AI boost: prompt ChatGPT with: ‘Draft an empathetic email responding to [insert client complaint]. Include immediate solutions, next steps, and a professional tone.’ “
Bill: “That’s gold. What else?”
Emma: “Ask ChatGPT: ‘List five creative ways to reassure a client after a mistake. Include thoughtful touches like follow-up calls or small thank-you gestures.’ It makes recovery feel personal and thoughtful.”
Bill: “React, recover, resolve—AI-enhanced for speed and charm. And don’t forget to apply your personal touch.”
Emma: “Exactly. Crisis handled, trust rebuilt.”
Bill: “And it’s off to the repair shop we go!”
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Mistakes happen, but you can actually end up better off because of the way you handled it. These are the kinds of lessons you will learn as a Sales Vault member. Go to SalesVault.pro. That’s also where you will find Bill Farquharson. Emma Farquharson of SharedIntel AI can be reached at contact@sharedintelai.com.
