Page 0083

Page 82 DECEMBER 2017 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Encouraging Loud Larries to talk about how

much they like the goods, service, or treatment

is like a radio commercial on full blast. You may

as well take advantage of the free air time and

reply and respond on cue. When Loud Larries

switch to the boisterous complainer, efficiency

and turning down the sound become priorities.

Take care of their needs and dismantle their attacks

immediately. Your instantaneous reply

and right response will tone them down.

In fact, if your policies are flexible enough, give

a Loud Larry just about anything beyond what

he expects and he will revert back to the positive

radio commercial with the push of a button.

If you want to close a sale with a Loud

Larry, consider using him as a testimonial in

some fashion. Remember, he likes to hear, see,

and read his name. You may just find an insatiable

repeat customer and, at a minimum, a

loyalist out pitching your brand with a vocal

broadcast. Word of mouth works, and Larry's

got a big one.

Lost Lucy

Lost Lucies can

be spotted looking

around and

give the appearance

of being

preoccupied, in

a daze, or directionless.

She

p r o b a b l y

doesn't know

what to ask, or

how to start.

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