16 Skills to Master in Visiting Owners
As a staff member of Suzhou security company, I often visit clients to handle issues. Only by emphasizing both reality and art can we achieve the best results. Here are some tips for visiting our company, hoping to be helpful for our personnel's daily work.
PART 01
It is best to call by name when greeting each other. Walking into the customer's house, your first sentence may be: "Hello, nice to meet you." But it's not as good as saying: "Mr. Wang, hello, nice to meet you." It is estimated that the latter is much more enthusiastic than the former.
02 PART
If the owner has not invited you to sit down, it is best for you to stand. After sitting down, you should not directly take out a cigarette to the owner. If the owner asks you to smoke, you should say, "Thank you." Please remember not to put the ash on the floor, it is very inappropriate.
PAR T03
Don't rush to show the materials, letters, and other documents you have with you. The best time to express oneself to the owner is only when it is mentioned in the conversation and has already aroused the other party's interest. In addition, you need to be prepared in advance and consider the issues that the owner may raise when you go to their home to solve. When the owner raises any questions, they should provide detailed explanations or explanations.
04 PART
Take the initiative to start a conversation and cherish time. Although the other party has already learned about some of your situation and the purpose of your visit, it is still necessary for you to take the initiative to speak up.
PART 05
Maintain corresponding enthusiasm at all times. If you don't have enough enthusiasm for a certain issue during a conversation, the owner will immediately lose interest in discussing it.
06 PART
When the owner becomes angry and unable to suppress certain issues, the visit should be terminated early. Anger can make you lose the objective measure of understanding others and controlling yourself. It not only does not help solve the problem, but also makes things worse.
PART 07
Learn the art of listening. There are two requirements for listening. Firstly, give the owner time to speak, and secondly, "listen to the music". If the owner speaks first, you must not interrupt him. Be prepared to respond at the appropriate time and encourage them to continue speaking.
08 PART
Be good at listening. People who cannot listen attentively to others' conversations are also unable to "listen attentively", let alone cleverly answer their questions. Remember: Whether in social situations or at work, being good at listening is a necessary skill for a person.
PART 09
Avoid bad movements and postures. Playing with small things in one's hand, using one's hand to occasionally move hair, stir the tongue, clear teeth, pull out ears, stare at nails, ceiling, or calligraphy and painting behind the other person, all of these actions are demeaning.
10 PART
It is not advisable to pretend to be close. We should not forget our identity and pretend to be close: "We have nothing to talk about, and if we were to others, I wouldn't mention this!" Slang and vulgar language should be avoided even more.
PART 11
Be honest, frank, and restrained. If you cheat on a small matter, it is likely to ruin your entire effort. Once the other party suspects that you are dishonest, your various extraordinary actions will be overshadowed. No one is perfect, so you can openly talk about or admit your shortcomings or mistakes. When commenting on third parties, one should not lose the magnanimity of others. Using sharp language without restraint will only make people suspicious: "Who knows one day, he may say that about me behind my back
12 PART
Be good at "managing chaos" and learn to express yourself clearly. Being good at expressing oneself benefits people throughout their lives. People who cannot summarize their speech often arouse people's disgust. People with unfocused narratives and confused thoughts often force people to avoid them as much as possible. Generally speaking, if you have never worried that others will react to your words, it means that you have already caused others to react.
PART 13
Pay attention to the tone and intonation of your speech. Keep your speech clear, and avoid heavy throat and nasal sounds. Speak at a slow pace, with a mature and flat tone. A vibrant tone will make you appear youthful. The key to this skill is to pay attention and practice more in daily life.
14 PART
Pay attention to clothing and hairstyle. The first time you meet someone, it gives them an impression of being untidy and often undermines your self confession.
PART 15
Sincerity and spirit of cooperation. Excessive care and preaching should be avoided, and sincerity and a spirit of cooperation should be demonstrated.
16 PART
When saying goodbye, bring everything with you and keep your words concise. When leaving, don't forget to take your phone, hat, gloves, briefcase, and other things with you. Farewell speeches should be appropriately concise and restrained from introducing new topics when leaving the house, as there is no reason to believe that farewell is the climax of the meeting.
14 ways of speaking
01. Don't say 'but', say 'and'
Imagine you strongly agree with a colleague's idea, and you may say, "This idea is great, but you must..." As you were originally a fluent speaker, this recognition is greatly diminished. You can fully express your appreciation and suggestions by expressing a more specific hope, such as: "I think this suggestion is very good, and if we could make some further changes here, it might be even better
02. Don't say 'to be honest' again
Various suggestions will be discussed during the meeting. So you said to a colleague, "To be honest, I think..." In others' eyes, you seem to be emphasizing your sincerity. Of course you are very sincere, but why do you need to emphasize it particularly? So you'd better say, "I think we should
03. Don't say 'first', say 'already'
When you want to report on the progress of a job to the leader, say, "I must first familiarize myself with this job." Think about it, this may make the leader (including yourself) feel that you still have a lot to do, but never feel that you have already completed some things. Such a speaking attitude can give people a very pessimistic feeling, rather than optimism. So at this point, it's best to say, "Yes, I'm already quite familiar with this job
04. Don't say 'just'
If you say, "This is just my suggestion," when everyone is providing a solution strategy, please note that saying so is absolutely not allowed! Because in this way, your ideas, contributions, and even your own value will greatly depreciate. Originally an idea that was beneficial for solving problems, it only made colleagues feel that your self-confidence was not enough. It's best to say this: 'That's my suggestion' and try removing it!
05. Don't say 'I'm sorry' again, but say 'I'm sorry'
Some waiters like to say 'I'm sorry, I'll be right/soon...' when it comes to homeowners' issues. Please note that when you say 'I'm sorry', it's like it's your own fault. 'Sorry' doesn't have this meaning in it, so don't take responsibility casually. 'Bad meaning' is definitely not as strong in terms of psychological implications as' I'm sorry '.
06. Don't say 'please wait a moment', instead say 'we'll do it right away'
A calm and prompt response like this will make the owner feel that you are an efficient and willing employee to serve them. On the contrary, simply saying 'please wait a moment' is a hesitant attitude that will only make the owner unhappy. Remember to say 'do it immediately' instead of 'please wait'.
07. Never say 'I don't know'
The homeowner asked you a question and you don't know how to answer it. Don't say 'I don't know', but 'Let me think it over again and I will reply to you soon, okay?' If necessary, add the phrase 'I will ask my colleagues for you immediately'. This method not only temporarily solves the problem for you, but also makes the homeowner think you are very attentive in this matter.
08. Don't say "NO" to the owner, learn to say "negative" and "positive"
To put the irony directly, it is necessary to pay attention to the art of language, especially the art of saying "no", and try to use a "positive" tone to express the meaning of "negation" as much as possible. For example, you can use 'you can go there to smoke' instead of 'please don't smoke here'; Please wait a moment, we will arrange maintenance personnel for you immediately. "Instead of" Sorry, the maintenance technician has gone out, and I will inform him when he returns. We cannot arrange it now. When it is necessary to say 'NO', it is also important to explain to the owner more and avoid using the hard and cold 'NO' word like steel to reject the owner at once. 09. Don't use the words' problem 'or' trouble ', but rather' we may have encountered a difficult situation... '
When you learn that something important has become difficult, if you immediately report the bad news to the homeowner, even if you try to smooth talk, it will only make customers doubt your quality or crisis management ability, and may make the homeowner feel even more disgusted and angry, and even vent your anger on you. At this point, you should pay attention to controlling your emotions, communicate with the owner calmly, do not panic, and do not use the words "problem" or "trouble". To convey bad news politely and make the owner feel that the matter is not unsolvable, use the language of "us" and "us" to close the distance with the owner, stand from the owner's perspective, face the problem together with the owner, and find a solution.
10. Show the quality of praising others
If you want to appreciate your homeowner, then seize the opportunity to chat with them. When the homeowner is in a good mood, blurt out "Your idea is really good" to their ideas. This will make the homeowner feel that you have a pure nature and a strong team spirit, and therefore look at them differently.
11. Convincing the owner to agree: This matter cannot be done without your support!
There is a tricky matter that you cannot complete alone. It requires the understanding of the owner in front of you and the help of the owner. The approach is very simple, you need to give the guest face in the appropriate situation, thank them for their long-term support with praise, and ensure that they will definitely return in the future, and so on. Owners usually agree to your request in order to maintain their reputation in this regard. Your sentence 'This matter cannot be done without your support!' is really a close call.
12. Unremarkable emphasis on property owners
I understand that this matter is very important. Please wait for us to check the work at hand and prioritize your matters in the most important order. This way, the owner won't feel bored. Firstly, emphasize that you understand the importance of the property owner in this matter, then ask for their opinions and request instructions, prioritize the original work, and let the property owner know without any trace that your workload is actually heavy, but still prioritize the property owner's affairs, making the customer feel valued.
13. Admitting negligence without causing dissatisfaction from the owner
Making mistakes is inevitable, but the way you state your mistake can affect the owner's perception of you. It is very important to admit your mistakes bravely, because shirking responsibility will only make you look like someone who is annoying, weak, and unworthy of reuse. However, this does not mean that you have to apologize to everyone for it. The trick is not to let all the blame fall on you, but to admit it will dilute your mistakes and shift the focus of everyone. This sentence should be good: "It was my momentary negligence, but fortunately
14. Be calm in the face of criticism
When facing correction or criticism from the owner, do not express dissatisfaction on your face, let alone explain your behavior to the owner. Even if the fault is not with you, you should still give the "reason" to the owner. At this point, a humble, composed, and calm demeanor makes you appear more confident and worthy of respect. When dealing with problems that arise, let the owner know that you are not a stubborn or resilient person. Remember this sentence: "Thank you for your suggestion, I will consider it carefully
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