Offer a Solution, Not a Speech
Practical ways to offer a solution, not a speech, because customers want fixes more than explanations.
Fix first, explain briefly. Give clear options.
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.
Customers want fixes more than speeches
A clear, quick solution matters far more than a long explanation of what went wrong.
Focus on action.
Prepare your usual solutions in advance
Knowing the common fixes lets you respond quickly and calmly when problems appear.
List five.
Offer two choices where possible
A refund or a replacement gives them control and speeds up the decision.
Present both.
Give a clear date and time
Certainty about when it will be fixed reduces worry more than any apology.
Commit to a deadline.
Keep explanations to a few sentences
One or two honest lines are enough, and more sounds like defending.
Trim your words.
Confirm which option they prefer
Make sure you act on what the customer actually wants.
Ask directly.
Do exactly what you promised
Reliability at this moment is what restores trust.
Track the task.
Follow up after the fix
A quick check that all is well shows you care about the result.
Calendar it.
Know your limits and escalate
If you cannot decide, bring in the right person without delay.
Learn the rules.
Record the case for learning
Notes help you handle similar issues better next time.
Write a line.
Easy things to say
When you are stuck, pick one of these. They work in many sales conversations.
“Here is what I will do.”
“You can choose a refund or a replacement.”
“It will be done by Friday.”
“Does that work for you?”
“I will check back tomorrow.”
“Thank you.”
Your first week
One small action a day. Each day is only a little bigger than the last.
Prepare solution options
Offer two choices
Give a date
Keep explanations short
Confirm their choice
Follow up
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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Start freeThese 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: Say Sorry Without ExcusesNext: Follow Up After the Fix →
- Why Most Sales Are Lost in the Follow-Up
- Follow Up Within 24 Hours
- The Five-Touch Follow-Up Plan
- Give Value in Every Message
- Use Phone, Email and Messages Together
- Say "I Am Checking In" Better
- Follow Up With a Helpful Link or Idea
- Under-Promise, Over-Deliver
- Respond Faster Than Expected
- Surprise Them With a Small Gift
- Remember Birthdays and Milestones
- Handwritten Notes Still Win
- Make Onboarding Easy
- Fix Problems Before They Notice
- Listen First, Fix Second
- Say Sorry Without Excuses
- Offer a Solution, Not a Speech
- Follow Up After the Fix
- Learn From Every Complaint
- Turn a Bad Review Into a Good Story
- Know When to Escalate
- Review Accounts Every Quarter
- Ask "What Else Could Help?"
- The Gentle Upsell
- Cross-Sell With Care
- Find the Next Department or Branch
- Renewals Without Panic
- Celebrate Customer Anniversaries
- Ask at the Moment of Joy
- A Simple Referral Script
- Give Customers an Easy Way to Share
- Thank Referrers Beautifully
- Referral Partnerships
- Collect Reviews the Right Way
- Build a Personal Brand
- Keep Learning Every Year
- Protect Your Reputation
- Balance Work and Life
- Teach Others What You Know
- Your Ten-Year Selling Plan
