Complications occur, don’t beat yourself up for it. How you manage the scenario is extremely important though. Delegating with an upset client is troubling and can even be scary in some cases. We find ourselves wondering whether we’ll be able to retain the client or not. I’ve had my fair share of dealing with upset clients and have learned a lot from these experiences. Here’s how to handle an upset client that’s on the verge of leaving your business.
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We work extremely hard to earn new business. The last thing we want as a sales rep or business owner is to lose a client. Our clients are the vitality to our businesses and allow us to live the way we do. We construct relationships with our clients, we share great moments, and appreciate each other. Unfortunately, there comes a day when things don’t go according to plan.
It’s simply part of the process whether it was a complete accident or things were out of your control. It is important that you listen to your client, remain calm, and assess the situation. Lets dive deeper into ways you can continue to make your client happy during an episode of distress.
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Listen To Your Upset Client
When you come across any complications be sure to first listen to your upset client. It is very important that you hear what they have to say and let them get their concerns across. Validate their feelings. Let them know you understand their frustrations.
Tip: Do NOT avoid confrontation
Do not avoid confrontation. Suck it up, step up, and listen to your client. There’s no way around it. You’ll eventually need to hear them out. Pushing them to the side or avoiding confrontation will only make matters worse. Be sure to address the issue(s) immediately.
Do not react, remain calm
Keep your cool. Do not escalate the situation by reacting. Put yourself in your clients perspective. Often times reacting can lead to making the situation worse. Keep it professional and allow your client to vent their frustrations. It’s only human nature after all. What matters is that you keep calm and remember to keep that awesome customer experience.
Tip: Show willingness to help in any way possible.
Don’t take it personally
Don’t take any heat too personal. Business is business. Separate your personal feelings for a moment and see beyond the relationship. It is import you understand how the situation is affecting others.
The way you present yourself during a downturn shows your true character. Sometimes we find ourselves dwelling on our mistakes or thinking what if. Don’t be hard on yourself either. We must conquer these obstacles and persevere through such challenges.
Gather the facts & ask questions
Before proceeding with anything, gather the facts. Address your clients concerns by pulling up concrete evidence regarding the arising issue(s). Assure your client you will be looking into the matter immediately. Ask them questions regarding your concerns. Address your team and ask them questions regarding the situation.
It’s important that you have information at hand that will help you navigate towards finding a solution.
Present a solution to your upset client
The most important way to deal with an upset client is by coming to a diplomatic agreement and presenting a solution. Ask yourself how you can fix your clients problem. How can you bring them balance and peace again?
The solution will determine the longevity of the client. Whether you come short will deeply impact the relationship. Seek long-term investment. Do what you have to do in order to keep the client happy and a returning partner.
Use this downturn as an opportunity to present your problem solving skills. Allow your client to witness how you take care of them in a time of dire need. This is where you will want to go above and beyond in order to ensure the client continues to do business with you.
Tip: The solution must meet the clients vision. Make it happen.
Never disregard your upset clients needs
The moment you disregard your clients needs is the moment you set yourself up for failure. You will regret your decision not do something about it years down the road when your sales are not performing well.
Disregarding your clients needs has such a negative effect on your business because it presents you don’t have what it takes to serve or find solutions. Running a business or having a career in sales in general, requires us to creatively find solutions within our industry in order to succeed and stand out from our competition.
When I had challenges, it taught me to be more on top of it for the future. Things go wrong all the time when you are running your own business, but it’s how you perceive it and deal with it that matters.Lori Greiner (Shark Tank)
Learn from every experience
Don’t let small downturns affect your ability to perform well in your industry. Learn from every experience instead and evolve from every situation. You become a better problem solver when you learn from your experiences and also develop new strategies that can help prevent discrepancies in the first place.
Don’t get proud, this is the time to take the “L”. No matter if the situation was or wasn’t in your control. Grant Cardone says, “Always assume control of every situation”, so always take full responsibility.
Be there throughout the entire process. Guide your client through every step of the way and demonstrate you support their initial cause and needs. We’ve found that there are times where you can really prove yourself and earn an amount of trust from a client when you recuperate from your losses.
A client can really admire you from taking definitive action and pulling them out of a situation. Having a great attitude, great communication skill, and a definitive solution is key to dealing with an upset client.
Let me know your experience dealing with an upset client. Share your experiences on the comments section below!