sides to “a big deal”
Businesses thrive when they help people with projects that seem to have high stakes. The first haircut of a child, offsite data backups, an upcoming reunion with family, medical procedures, or inscriptions on sentimental jewelry or watches.
We’ll remind you that, in the grand scheme of things it’s no big deal if there’s a glitch or a failure.
You reminded them of this repeatedly when you were making the sale. When you made the sale, you reminded them repeatedly of this.
It’s not helpful when things go wrong to try and minimize the impact. You’ll be more likely to succeed if you tell the customer how important it was to you that you get it right and how disappointed you are if they let you down.
Empathy is the first step to connection.
