Thanks everyone for all the advice, we managed to work things out. Thankfully I cooled out before talking to anyone :)
> -----Original Message----- > From: DRE [mailto:[EMAIL PROTECTED] > Sent: Thursday, October 19, 2006 1:02 PM > To: CF-Community > Subject: Re: Advice needed > > > First, confirm that you have the same goals. Use a slow even deep voice. > > Use empathy. "I understand how you feel this way, ..." > > Identify. "I felt the same way when my car wouldnt start because the > mechanic forgot the johnsonrod" > > Then throw in how their peers may of gone thru the same > experience but ended > benefiting. "Another customer felt this way but we fixed the > problem before > any real damage occured and now they couldnt be happier because..." > > Iterate a few times. > > Never match your voice to theirs if they are raising theirs. Always slow > and even. The only exception is if your trying to make them > identify. So, > if they are talking louldy and fast, respond with "I TOTALLY UNDERSTAND, I > ONCE" but then move back to slow and even "GOT SCREWED BY A > MECHANIC who did > this to me and I was angry." So, you go into their area, identify, and > bring them back to a state where you can reason with them. > > Think of it as an art form. Like herding cats. > > DRE > > > On 10/17/06, Steve Kahn <[EMAIL PROTECTED]> wrote: > > > > My two cents: > > Sometimes clients behave poorly at transition points, as a way to keep > > costs > > fixed and discourage additional fees. > > > > -----Original Message----- > > From: loathe [mailto:[EMAIL PROTECTED] > > Sent: Tuesday, October 17, 2006 5:15 PM > > To: CF-Community > > Subject: Advice needed > > > > So we had a release. > > > > Then the client found problems during acceptance testing. > > > > One of the owners came and said fix it and email in the changes > > The other said don't change anything. > > > > Both were pretty pissy about the whole thing. > > > > Now, from my perspective, problems SHOULD be encountered during testing > > and > > fixed, but these guys are getting all worked up over nothing. > > > > How would you deal with this? I mean, I am kind of upset at > the way I was > > dealt with, and think that they are expecting too much. No > application is > > perfect, and this one is far better than the way we received it. > > > > I guess I'm just pissed off. Should I say something or just suck it up? > > > > > > > > > > > > > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Introducing the Fusion Authority Quarterly Update. 80 pages of hard-hitting, up-to-date ColdFusion information by your peers, delivered to your door four times a year. http://www.fusionauthority.com/quarterly Archive: http://www.houseoffusion.com/groups/CF-Community/message.cfm/messageid:218005 Subscription: http://www.houseoffusion.com/groups/CF-Community/subscribe.cfm Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=11502.10531.5
