MOVING-COMPANY-MANAGEMENT5 MIN READ
Listen Through a Price Surprise
Use active listening to reduce defensiveness and clarify the real customer concern.
Mr. Reyes MR Customer at invoice closeout R Reflect C Clarify S Summarize Invoice tension 20 sec The moment Mr. Reyes sees a long-carry charge after a stressful unload and says the company pulled a bait and switch. Defending the charge too early can turn a solvable billing review into a trust rupture. $165 disputed long-carry charge 180 ft actual driveway carry
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