The TANK CUSTOMER

Tank Customer Strategy Review

1. Let the Tank vent. It is always good for people to get a little bit of anger out of their system. However, with a Tank you should not let that go on too long because the Tank is demanding action. Anything they perceive as inaction can escalate the attack. Letting a Tank vent is usually measured in seconds. While they are venting you should keep breathing. You don't want to be wimpy but you don't want to be aggressive. The stance with a Tank is assertive and direct. Since the Tank is your customer you must be professional

2. Interrupt the attack. When you notice the Tank take a breath, begin to say their name a few times. "Sir, Sir, Sir" or "Ma'am, Ma'am, Ma'am".

3. Backtrack. After saying their name, backtrack 2-3 sentences of what they said to you. Use their words. It shows you have been listening. Sometimes the Tank will want to vent a bit more. Let them go back to that, then backtrack 2-3 sentences again. You don't want to do too much backtracking with a Tank because they are demanding action. You want to move forward fast.

4. Establish you are on their side. Though you usually are on a customer's side you can't depend on the Tank customer to know that. You can establish you're on their side by making a statement of emotional empathy like: "Oh no that's terrible." or "I can't beleive that happened to you." or "We really let you down." A statement of emotional empathy shows the Tank you understand what they are feeling. One statement of emotional empathy is usually enough for a Tank. Then you can directly say, "I am on your side here." And follow that with a "statement of intent" like: "We are going to do something about it!" Tanks love statements of intent because that let's them know things are moving forward. Always try to maintain a feeling of forward motion with your Tank.

5. Problem solve. Now you gather the information you need to solve the Tanks problem. Make sure you summarize clear plans of action with times. Tanks are in a "get it done" mode and love knowing things are moving forward.

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