Episode #281: Handling Post Purchase Mistakes

Why do post-purchase problems matter even after the sale is done?

Even the best plans can go off track after a deal closes. The contract is signed, funds are paid, and salespeople naturally move on to new clients. But when something goes wrong, buyers still expect you to fix it—no matter which department is delivering the solution.

In Japan, the seller often serves as the client’s 担当 (tanto = designated person responsible for the account). That role comes with strong expectations of ownership and availability. Being busy with other clients is irrelevant to the buyer; they expect rapid response and full accountability.

Mini-summary: Post-purchase issues threaten trust and brand value, so sales must stay accountable—especially in Japan where the tanto role is central.

Japanese buyers typically operate with a zero-defects expectation, unlike some Western firms that accept a small defect rate and fix issues later. The cultural gap is huge: in Japan, quality problems can damage reputation quickly and permanently.

For sales professionals, this means:

• Treat every problem as urgent.

• Own the fix personally.

• Protect the lifetime value of the buyer relationship.

Mini-summary: In Japan, buyers expect zero defects and fast accountability, so sales must lead problem resolution proactively.

1. How do you listen without making things worse?

First, shut down the noise in your head and listen fully. Let the buyer speak without interruption. Don’t argue, justify, or cut them off. Watch body language, and notice what they may not be saying.

Also, never shift blame. A buyer doesn’t care which internal team caused the problem. To them, “you are the firm.” Expect emotions, frustration, even anger—and stay calm no matter how intense the interaction feels.

Mini-summary: Deep listening and calm professionalism prevent escalation and show respect for the buyer’s reality.

2. How do you clarify the real issue when they list many problems?

Buyers may unload everything at once. Your job is to identify the most urgent “top-tier” issues first. Set this up respectfully:

Example phrasing:
“Thank you. To make sure I fix this correctly for you, may I clarify the most immediate issue you want resolved first?”

They may not love the question in the moment, but stay quiet and let them answer.

Mini-summary: Clarifying priorities helps you focus on what matters most right now to the buyer.

3. What does a “cushion” sentence do?

After they confirm the hierarchy of issues, offer one sentence of empathy. You are not agreeing or disagreeing yet—you’re recognizing their frustration and the impact on their business.

This also buys you a moment to think before responding.

Mini-summary: A short empathy cushion bridges emotion to solution and gives you space to respond wisely.

4. How do you address the issue with real accountability?

State clearly that you are taking personal responsibility. Even if other divisions must act, you are still accountable to the buyer. Do whatever it takes—coordinate internally, push for cooperation, involve your boss if needed.

Reassure the buyer repeatedly that you will fix it as fast as possible.

Mini-summary: Buyers want ownership, not excuses; visible responsibility restores trust.

5. Why is a test question necessary after fixing it?

Once the issue is resolved, check whether they feel satisfied. You may think you did a great job, but only the buyer decides if it worked.

Ask directly and calmly if the solution meets their expectations.

Mini-summary: Confirmation from the buyer ensures the fix is truly complete.

6. How do you uncover remaining or hidden dissatisfaction?

Ask if there are any other problems or concerns still open. Sometimes buyers hold back issues until they feel safe to share them.

Your goal is to surface everything that could later become a bigger problem.

Mini-summary: Offering extra help prevents hidden issues from undermining the relationship later.

7. What follow-up cadence builds lifetime trust?

If resolution takes time, provide frequent updates. Don’t disappear. After some time passes, re-contact the buyer to confirm the fix is still working and no residual issues remain.

This consistent care proves sincerity and supports long-term partnership.

Mini-summary: Regular follow-up signals reliability and protects long-term account value.

• In Japan, the 担当 (tanto = designated account person) is expected to own post-purchase problems personally.

• Listening deeply and clarifying priorities prevents escalation.

• Empathy, accountability, and speed are essential to restoring trust.

• Follow-up and zero-defect expectations make problem handling a brand-critical skill.

Founded in the U.S. in 1912, Dale Carnegie Training has supported individuals and companies worldwide for over a century in leadership, sales, presentation, executive coaching, and DEI. Our Tokyo office, established in 1963, has been empowering both Japanese and multinational corporate clients ever since.