Real-Life Communication -- Solution
Here's what you can tell the customer:
Excuse
me, sir, I need to explain a couple things before you leave. I understand
you're in a hurry, so I'll be quick.
As you say, leather
soles would make your shoes cooler. Leather soles breathe while rubber ones
do not. However, I'm afraid it's not possible to remove the rubber
soles without wrecking the shoes. You see, the soles are molded to the shoe,
so they can't be taken off. What I can do for you is repair the soles
using the same type of rubber. I could have them ready for you by the end
of the day. Would you like me to do that?
Shoe repairers
often have to explain repairs to their customers. People sometimes ask for
things that either aren't possible or aren't the best solution.
"Customers
might tell you to do it one way, but it might be no good," says shoe repairer
Tony Elain. "You have to explain to them why you want to do it
a different way."
Shoe repairers deal with dozens of customers a day,
so they're always using communication skills. Often, customers will wait
as the work is being done. Successful shoe repairers are friendly and conversational
with their customers.
"You have to always talk nicely," Elain says.
"I try to please every customer."