They are unsure of themselves
They are unsure of their ability to handle the problem
They are afraid it will get them in trouble
They are afraid it will make them look bad
They are afraid it will look like it was their fault
They made a wrong decision before and were chastised
They are afraid the boss will yell at them
They are afraid it will go on their record
They are afraid it will make them lose their job
They don’t want the hassle
They don’t like, or are afraid of conflict
They don’t think it’s their job
They lack the motivation
They could get sued
They know they can’t fix it
People reject or don’t want to deal with complaints or problems for these very same reasons!
Jeffrey Gitomer, author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. President of Charlotte-based Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts internet training programs on selling and customer service. He can be reached at 704/333-1112 or e-mail to salesman@gitomer.com
2002 All Rights Reserved – Don’t even think about reproducing this document without written permission from Jeffrey H. Gitomer and Buy Gitomer o 704/333-1112
