Blue Haus Group

Growth by Design

Founded in 2015 Blue Haus Group builds strong communities. To achieve this goal BHG is composed of two components; Blue Haus Development Services (BHDS) and Blue Haus Group Small Business (BHSB). 

Blue Haus Development Services has an array of resources which it deploys to facilitate responsible real estate development in underserved and underutilized communities. BHDS also works in collaboration with local economic development organizations and community business organizations to amplify and execute local projects.

Blue Haus Small Business provides marketing and business development services for small and medium sized businesses in Hartford and New Haven. These businesses are the life blood of local economies.

We help small businesses with Social Media Marketing, SEO, Content Creation and Network Marketing through our knowledge of Data Analytics and Business Intelligence (B.I)

If your're looking for bespoke small business marketing and development - look no further.

 

Tough Customer? Remember These 3 Steps.

From Objections to Customer Service I.E.O Does the Trick

By Tim Moore 4x Entrepreneur and Partner

They're a staple to business. Even great businesses experience them. They are the tough customer. Demanding, stubborn and sometimes disruptive; how you deescalate these situations can be critical to your success. The following steps can turn a conflict into an opportunity. It all starts with an acronym of I.E.O. Here's what it stands for:

  • Identify
    • The first step to solving a customer concern is to accurately identify what that concern is. This will be most easily accomplished by speaking with the customer and asking what the concern is. Once the customer has stated in their words the issue, it's your turn to repeat it back to them. I'd start by saying, "Mr/Mrs XXX, what I'm hearing you say is you feel that we never have *item/service* when you need it, is that correct?"
      ProTip: By asking "Is that correct?" allows them to assure you that you are understanding their concern accurately and also allows them to provide clarification if needed"
       
  • Empathize
    • Yes genuine empathy, not sympathy. This is the second step and can sometimes be difficult. It's where ownership is taken. Take ownership for our part of the situation and allow ourselves to feel their emotion. "Mr/Mrs XXX, thank you for clarifying your concern. First, let me apologize for the situation. I understand the inconvenience of driving here in this storm and not having your item/service available. I would be *insert emotion here* also".
      ProTip: Empathy goes a long way. People want to be heard and they want accountability. This does not mean we take accountability for circumstances outside of our control. It does mean that we don't make excuses.
       
  • Overcome
    • The final part of the process is where we propose a resolution. We've successfully identified the issue, we've calmed the customer through empathizing, now we need to overcome their issue. "Mr/Mrs XXX, I feel terrible about your experience and I do appreciate you bringing this to my attention. If I *insert proposal here*, would that be acceptable?" Then wait. Allow the individual to assess your offer. If they accept the remedy GREAT (you did it!) If they propose another solution, you're still making progress!
      ProTip: Once a resolution is reached you can earn bonus points by taking their information and following up. This will strengthen the relationship but also deepen rapport. 

Notice that through the process, we maintained control of the situation. We acknowledge perceived experiences and feelings and stayed away from being argumentative. Remember, in business sometimes your most critical customer is actually your biggest fan.

 The best part about I.E.O is it has multiple uses for resolving conflicts; in customer service, sales and even personal relationships. Keep the acronym in mind the next time you're facing objections or tough customers.

 

Tim Moore is a 4x startup founder, partner and sales & marketing consultant. He writes about startups, sales and marketing. Follow him on twitter here