How should you respond to 'We had bad service before'?

How should you respond to 'We had bad service before'?

• A. Deny past issues.
• B. Acknowledge concerns, differentiate Aptive's approach, share testimonials or case studies, offer a no-risk initial inspection.
• C. Ignore the comment.
• D. Promise unlimited discounts.

Answer: (B)

Handling an objection about prior service means guiding the conversation with empathy, credibility, social proof, and a low-risk next step. When someone says they’ve had bad service before, the best move is to acknowledge their concern. Validating their experience shows you respect where they’re coming from and sets a cooperative tone rather than a defensive one. Then differentiate Aptive’s approach—briefly explain what sets your service apart, whether it’s a different process, better training, or clearer accountability—so they can see there’s a real reason to trust this interaction. Adding testimonials or case studies provides social proof that others have had positive results, which can help rebuild confidence. Finally, offer a no-risk initial inspection. A no-obligation, low-risk first step reduces perceived risk and gives them an easy, concrete way to begin. Denying past issues can come off as dismissive and harm credibility, ignoring the comment shows a lack of respect and fails to move the conversation forward, and promising unlimited discounts can feel manipulative and won’t address the underlying trust and value concerns.

Handling an objection about prior service means guiding the conversation with empathy, credibility, social proof, and a low-risk next step. When someone says they’ve had bad service before, the best move is to acknowledge their concern. Validating their experience shows you respect where they’re coming from and sets a cooperative tone rather than a defensive one. Then differentiate Aptive’s approach—briefly explain what sets your service apart, whether it’s a different process, better training, or clearer accountability—so they can see there’s a real reason to trust this interaction. Adding testimonials or case studies provides social proof that others have had positive results, which can help rebuild confidence. Finally, offer a no-risk initial inspection. A no-obligation, low-risk first step reduces perceived risk and gives them an easy, concrete way to begin.

Denying past issues can come off as dismissive and harm credibility, ignoring the comment shows a lack of respect and fails to move the conversation forward, and promising unlimited discounts can feel manipulative and won’t address the underlying trust and value concerns.