Why L.E.A.R. Works For YOU!

Earlier I wrote about the L.E.A.R. System to take care of upset clients and last week I wrote about taking care of unreasonable clients. This week I'll discuss why Make-You-Happy and L.E.A.R. work so well.

I've given my seminar, How To Compete With The Mass Merchandisers, to a
number of different organizations. Each time I ask the retailers if any has
a guarantee similar to our Make-You-Happy guarantee. Each time a few people raise their hands. Then I ask them how the guarantee works. Every person every
time answers, "Great!".

Then I ask each of these retailers with the What Can I Do To Make You Happy
Guarantee, "How often do people ask for more than what you would be willing to give them?" The answer I get is "almost never" or "never"!

So if people never, or almost never ask for more than what you would be willing
to give them, why would you ask them to jump through hoops, or talk to a manager to give them what they want?

This guarantee most likely costs you less than a guarantee in which you make an
offer to the customer. More often than not the customer will ask for less than you would have offered. This savings will more than make up for the few times that customers are unreasonable.

My suggestion - train your front line people to implement your "Make You Happy Guarantee". You don't have to advertise it a lot when you start. Implement it and see how it goes. If it works, go with it. If it doesn't work for you, go back to what you have now.