Deal With Unhappy Clients
In any service industry, the way you deal with clients will make or break your business.
No matter how hard you work or how much you try, though, you will eventually have to deal with unhappy clients.
The good news is, though, there are constructive ways to deal with this.
Here are some things to keep in mind when you find yourself faced with an unhappy client.
The first thing you have to do is be aware of, and adjust, your own attitude.
Your first job with an unhappy client is to take care of his needs, which means you have to be in a customer service mindset.
Even if the criticism is unwarranted or your client is being rude or unfair to you, put those things aside for now.
As the cliché goes, the customer is always right.
Now matter how frustrated you are, focus all of your energy on being present in the current situation and being there for your client.
If your client has contacted you by email or phone to express his frustration, try to set up a meeting in person to discuss the problem.
It's much easier to work out problems with the benefit of body language, and it may also keep the conversation more civil, since people are less likely to be extremely angry or aggressive in person.
This will make it easier to take the next step, which is to be an active listener.
If a client is upset, he wants to tell you why.
Before trying to solve any problems, just let your client vent.
Ask, without getting upset or jumping to conclusions, what the situation is and why he is upset.
For now, don't respond.
There are exceptions to this: if your client is being angry or aggressive to the point of being verbally abusive, you may need to stand up for yourself or walk away to give time for your client, and yourself, to cool off.
But barring verbal abuse, with as much patience and attention as you can muster, listen to everything that is bothering your client.
Once your client is done venting, which may take a while, you can speak.
But before you try to fix anything, make sure you understand what the problem is.
Repeat back to your client what it is that you heard him say, without adding anything from your side.
This will allow you to make sure that you can address all of your client's concerns.
Only when you know everything that's upsetting him can you begin to determine a solution.
Ask questions if you need to.
These actions show that you're taking your client seriously and listening to his reasoning, which may also help him to be less upset.
Depending on the situation, the next step may be the hardest.
Once you've repeated the client's concerns and understood what's happened, apologize.
Try to see the situation from his point of view.
Don't use passive or unclear language in your apology: don't be sorry "if" your client was inconvenienced.
This trivializes the problem and implies that your client is wrong, which will move the situation even further from a solution.
Even if you think he's being too hard on you, apologize anyway, and be as sincere as you can.
Now, and only now, should you present a solution to your client's problem.
Do so calmly and concisely, addressing as many of the issues your client brought up as you can.
Keep reminding yourself to be in a customer service frame of mind: try to serve the customer as best you can.
If you don't know what your client wants you to do about the problem, or if your client rejects your solution, give him the chance to tell you what he wants.
Ask what would fix the situation, or at least improve it.
Keep in mind that a solution is often a compromise, even a sacrifice on your part: you need to find a middle ground between your needs and your client's needs.
If your client suggests something reasonable, even if it's a little painful for you, then let him know you'll follow his suggestion.
If not, keep discussing it until you can agree to a solution.
Once you've agreed, take immediate action in the direction of the solution you've determined.
Make sure your client has your contact information in case he needs to get a hold of you.
Be especially conscientious in all your dealings with this client.
As soon as you've taken the necessary steps to take care of the issue, schedule a follow-up meeting with your client to ensure that he's happy with the solution.
Finally, use the situation as a chance for growth.
Make sure you know why the situation happened in the first place, and figure out what you can change so that you don't have the same problem again.
Keep in mind, too, that these kinds of conversations can ultimately be positive for your brand: great customer service in response to problems can make unhappy clients into advocates because it shows you care.
No matter how hard you work or how much you try, though, you will eventually have to deal with unhappy clients.
The good news is, though, there are constructive ways to deal with this.
Here are some things to keep in mind when you find yourself faced with an unhappy client.
The first thing you have to do is be aware of, and adjust, your own attitude.
Your first job with an unhappy client is to take care of his needs, which means you have to be in a customer service mindset.
Even if the criticism is unwarranted or your client is being rude or unfair to you, put those things aside for now.
As the cliché goes, the customer is always right.
Now matter how frustrated you are, focus all of your energy on being present in the current situation and being there for your client.
If your client has contacted you by email or phone to express his frustration, try to set up a meeting in person to discuss the problem.
It's much easier to work out problems with the benefit of body language, and it may also keep the conversation more civil, since people are less likely to be extremely angry or aggressive in person.
This will make it easier to take the next step, which is to be an active listener.
If a client is upset, he wants to tell you why.
Before trying to solve any problems, just let your client vent.
Ask, without getting upset or jumping to conclusions, what the situation is and why he is upset.
For now, don't respond.
There are exceptions to this: if your client is being angry or aggressive to the point of being verbally abusive, you may need to stand up for yourself or walk away to give time for your client, and yourself, to cool off.
But barring verbal abuse, with as much patience and attention as you can muster, listen to everything that is bothering your client.
Once your client is done venting, which may take a while, you can speak.
But before you try to fix anything, make sure you understand what the problem is.
Repeat back to your client what it is that you heard him say, without adding anything from your side.
This will allow you to make sure that you can address all of your client's concerns.
Only when you know everything that's upsetting him can you begin to determine a solution.
Ask questions if you need to.
These actions show that you're taking your client seriously and listening to his reasoning, which may also help him to be less upset.
Depending on the situation, the next step may be the hardest.
Once you've repeated the client's concerns and understood what's happened, apologize.
Try to see the situation from his point of view.
Don't use passive or unclear language in your apology: don't be sorry "if" your client was inconvenienced.
This trivializes the problem and implies that your client is wrong, which will move the situation even further from a solution.
Even if you think he's being too hard on you, apologize anyway, and be as sincere as you can.
Now, and only now, should you present a solution to your client's problem.
Do so calmly and concisely, addressing as many of the issues your client brought up as you can.
Keep reminding yourself to be in a customer service frame of mind: try to serve the customer as best you can.
If you don't know what your client wants you to do about the problem, or if your client rejects your solution, give him the chance to tell you what he wants.
Ask what would fix the situation, or at least improve it.
Keep in mind that a solution is often a compromise, even a sacrifice on your part: you need to find a middle ground between your needs and your client's needs.
If your client suggests something reasonable, even if it's a little painful for you, then let him know you'll follow his suggestion.
If not, keep discussing it until you can agree to a solution.
Once you've agreed, take immediate action in the direction of the solution you've determined.
Make sure your client has your contact information in case he needs to get a hold of you.
Be especially conscientious in all your dealings with this client.
As soon as you've taken the necessary steps to take care of the issue, schedule a follow-up meeting with your client to ensure that he's happy with the solution.
Finally, use the situation as a chance for growth.
Make sure you know why the situation happened in the first place, and figure out what you can change so that you don't have the same problem again.
Keep in mind, too, that these kinds of conversations can ultimately be positive for your brand: great customer service in response to problems can make unhappy clients into advocates because it shows you care.
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