By Stew Bishop, President and CEO
As discussed in my recent blog, situations may be more complicated than they appear, the tension we face during a manufacturer/retailer call may result in our agreement to do something unrealistic while knowing we should be pushing back. Decades of first hand experience has taught us some ways to ease this tension and increase the likelihood of finding a win-win solution.
- Solve Problems at Point of Contact
You own this success of this business relationship for both parties, do not simply pass along information expecting someone else to solve.
- Recognize Natural Bias
Maintaining status quo is always much easier than grooving a new path, but adaptation and evolution is necessary for survival.
- Act with Facts.
If the data tells you to change, you must then execute differently!
- Co-Develop Operational Plans
Don’t push your own firm’s agenda too hard on your customer or your customer’s too hard on your employer.
- It’s Ok to Say No.
If you are prepared and empathetic, a solution is likely to emerge, but also know at what point you will walk away.
- Control is Overrated; Embrace Influence…
The role of influencer versus controller leads to facts versus opinions, action versus debate, and consequent success versus failure.
These are easy to say, but hard to do. CMG helps brands better prepare for and improve outcomes on customer calls every day. Contact us to learn how.
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