Opportunity in Disguise

When you are in the middle of a problem, the last piece of advice that you want to hear is "look for the opportunity." Instead, your reaction is to get "caught up" in the problem and wallow in it. I'm certain that most Packer fans and players felt that way after the game with Dallas last night.

I know. I have been there and done that.

Unfortunately, wallowing in the problem not only sets you back but also prevents you from moving forward. When a problem concerns a customer, this is a dual-edged sword. If you expend a great deal of energy and time reviewing and discussing a customer's problem, your focus remains on the problem rather than on the solution. In doing so, you waste both time and energy, and you very likely lose a customer.

However, if you look at the problem as an opportunity to further develop your customer, you will make that happen. To do so, step into your customer's shoes and look at the problem from his or her point of view. If you were that customer, how would you feel? What would you want to have happen? Ask you customer these questions. Usually, the customer wants a great deal less than you think.

Studies have shown that customers who complain and have those complaints satisfied become even better customers. I was speaking with Deb from Denny's Appliance this week, and she mentioned a customer who had purchased an entire kitchen of appliances from her a couple of years ago. That's a very good customer, isn't it? Recently, the customer came in because of a problem with one of the appliances, a microwave. Since the company which made that particular microwave is under new ownership, the part that would fix the microwave is no longer available, making the microwave unfixable. This problem was not Deb's responsibility, but, if she wanted to develop that customer, she had to assume the responsibility.

What did Deb do?

Deb looked at the problem from her customer's point of view and realized that what her customer wanted was a workable microwave. Her customer didn't care about responsibility or blame. Her customer didn't care if a company had been sold or parts were no longer available. Her customer just wanted a microwave that worked. Realizing this, Deb gave her customer what the customer wanted.

She gave the customer a new microwave. Now, she has a customer for life.

At this stressful time of year, customers seem to want or demand more than ever. Some days many of us feel that they demand too much. And some do. Most, however, just want to be taken care of from their point of view. Usually, they want less than you are willing to offer. While this may make you frustrated, remember that it offers you opportunities to further develop them as customers.

Remember that problems are truly opportunities in disguise.

That's why last night the real winners of the game were the Packers. By losing the game, the Packers are forced to review their problems, thereby discovering opportunities. Dallas, on the other hand, is less likely to see their problems because of the complacency created by winning. Winning doesn't teach you anything. Winning doesn't force you to look for ways to improve. Winning doesn't show you the opportunities. Yes, it's great to win, but losing points to opportunities in disguise.

Whether in football or with customers, capitalizing on those opportunities in disguise ultimately gives you the most profitable win, doesn't it?