Have you struggled in dealing with an upset client? If you answer no, give it time. All businesses encounter different levels of intense situations that can be deemed a crisis. If these situations are not handled in the correct manner, you have the potential to ruin a business relationship. Even worse, you may jeopardize business with future clients and customers. Remember that negative news always travels quicker than glowing accolades. How can you deal with a crisis and prevent a negative outcome?
It is important to note that when a client is dissatisfied or angry, they will not be in a patient frame of mind. They are upset and they want answers as quickly as possible. If they have spent their hard earned money only to feel that the purchase is less than stellar, they are coming from an emotional point of view. This is why it is so important to respond to these individuals as quickly as possible. A great tip is to take enough time to be familiar with the specifics of this transaction so that you are well informed and prepared. Choose your words carefully and respond in a timely manner. You should also give your clients different ways to contact you. This shows that you are open and available to address their concerns.
Stay Calm & Communicate
It is extremely easy to jump on the emotional bandwagon of a dissatisfied customer. We don’t want unhappy customers and we can quickly become extremely upset and panicked. Take time to breath before you address your upset clients. If you approach your upset clients in an emotional state, you will only intensify the situation. The other thing to remember is to stay calm and not be defensive. The adage ‘the customer is always right’ may not be your favorite saying, but this should be the mantra that you repeat before you speak. You will find your upset clients much more receptive if you approach them in a calm, understanding and sympathetic manner.
Don’t Lose Focus
The hard truth about business is that not every customer will be 100% satisfied. You will lose customers along the way and some customers cannot be appeased once they are upset or dissatisfied. The important thing is to remain positive and stay on the path towards your goals. Keep a list of the satisfied customers recommendations and reviews handy and review this list often. You will be reminded that you offer a great service or product that people will buy. Don’t lose focus of your end goal for your business.
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