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Sales Skills / Keep Customers and Win Referrals / Lesson 14
LESSON 14 · KEEP CUSTOMERS AND WIN REFERRALS

Fix Problems Before They Notice

Practical ways to fix problems before they notice, the quiet service that builds deep trust.

Be proactive. Spot trouble first.

10 tipsEasy things to say7-day plan
Start with tip 1
Jump to the 7-day plan

10 tips that really help

These ideas come from The Little Red Book of Selling (Jeffrey Gitomer), Never Eat Alone (Keith Ferrazzi), Raving Fans (Ken Blanchard and Sheldon Bowles), and everyday practice. The first six help the most. Pick one and try it today.

Photo for the tip: Proactive service wins loyalty
TIP 1

Proactive service wins loyalty

Customers who see you solve a problem before they notice it feel looked after and trust you more deeply.

TRY THIS
Practise it.
Photo for the tip: List the problems that usually occur
TIP 2

List the problems that usually occur

Knowing where things tend to go wrong lets you check those points before customers feel the pain.

TRY THIS
Brainstorm ten.
Photo for the tip: Check on a regular schedule
TIP 3

Check on a regular schedule

A weekly or monthly review of key points spots early warning signs while they are still small.

TRY THIS
Calendar the check.
Photo for the tip: Fix issues the same day
TIP 4

Fix issues the same day

Speed turns a potential complaint into a quiet success that the customer may barely notice.

TRY THIS
Act at once.
Photo for the tip: Tell them honestly what happened
TIP 5

Tell them honestly what happened

A short message such as we spotted this and fixed it keeps trust high and shows transparency.

TRY THIS
Write a template.
Photo for the tip: Explain what you did and why
TIP 6

Explain what you did and why

A brief account shows competence and care without long excuses.

TRY THIS
Keep it to three lines.
Photo for the tip: Prevent the same issue returning
TIP 7

Prevent the same issue returning

Fixing the cause, not just the symptom, protects the relationship over time.

TRY THIS
Change one process.
Photo for the tip: Track patterns across customers
TIP 8

Track patterns across customers

Repeated problems point to improvements that will help everyone.

TRY THIS
Review monthly.
Photo for the tip: Thank them for their patience
TIP 9

Thank them for their patience

Even when they did not notice, gratitude for their trust leaves a warm feeling.

TRY THIS
Say it kindly.
Photo for the tip: Celebrate prevented problems
TIP 10

Celebrate prevented problems

Recognising your team for catching issues early keeps the habit alive.

TRY THIS
Share one story.

Easy things to say

When you are stuck, pick one of these. They work in many sales conversations.

ALERT

“I noticed a delay and have fixed it.”

HONEST

“There was an issue. Here is what I did.”

PREVENT

“I checked this before it could affect you.”

CHECK

“Is everything working well?”

CARE

“I am watching over this.”

THANKS

“Thank you.”

Your first week

One small action a day. Each day is only a little bigger than the last.

DAY 1
List common problems
DAY 2
Check regularly
DAY 3
Fix quickly
DAY 4
Tell them honestly
DAY 5
Prevent repeats
DAY 6
Track patterns
DAY 7
Review

Further reading

  • The Little Red Book of Selling (Jeffrey Gitomer)
  • Never Eat Alone (Keith Ferrazzi)
  • Raving Fans (Ken Blanchard and Sheldon Bowles)

The tips above are written in our own words and are general guidance. The books are suggestions for further reading.

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These lessons share general learning and everyday ideas. They are not medical or mental health advice. If you feel very anxious, low or unwell, please talk to a doctor or a qualified professional.

More lessons in “Keep Customers and Win Referrals”

Keep going. Small steps every day make a big change.

← Previous: Make Onboarding EasyNext: Listen First, Fix Second →

  1. Why Most Sales Are Lost in the Follow-Up
  2. Follow Up Within 24 Hours
  3. The Five-Touch Follow-Up Plan
  4. Give Value in Every Message
  5. Use Phone, Email and Messages Together
  6. Say "I Am Checking In" Better
  7. Follow Up With a Helpful Link or Idea
  8. Under-Promise, Over-Deliver
  9. Respond Faster Than Expected
  10. Surprise Them With a Small Gift
  11. Remember Birthdays and Milestones
  12. Handwritten Notes Still Win
  13. Make Onboarding Easy
  14. Fix Problems Before They Notice
  15. Listen First, Fix Second
  16. Say Sorry Without Excuses
  17. Offer a Solution, Not a Speech
  18. Follow Up After the Fix
  19. Learn From Every Complaint
  20. Turn a Bad Review Into a Good Story
  21. Know When to Escalate
  22. Review Accounts Every Quarter
  23. Ask "What Else Could Help?"
  24. The Gentle Upsell
  25. Cross-Sell With Care
  26. Find the Next Department or Branch
  27. Renewals Without Panic
  28. Celebrate Customer Anniversaries
  29. Ask at the Moment of Joy
  30. A Simple Referral Script
  31. Give Customers an Easy Way to Share
  32. Thank Referrers Beautifully
  33. Referral Partnerships
  34. Collect Reviews the Right Way
  35. Build a Personal Brand
  36. Keep Learning Every Year
  37. Protect Your Reputation
  38. Balance Work and Life
  39. Teach Others What You Know
  40. Your Ten-Year Selling Plan
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