You probably approach your work aiming to exceed your clients’ expectations. You may over-prepare and over-deliver, hoping to genuinely please your clients. Sometimes, though, you miss the mark. Maybe a client feels unheard or a message lands wrong. Perhaps there’s an issue with an order or you miss a deadline.
Andrew Sobel, a bestselling author and keynote speaker, says almost everyone occasionally faces rough patches with their clients. He says because of the complex nature of human interaction, people won’t be deliriously happy with you or your work every time. So, what do you do when a client feels let down? We share his guidance in this issue of PromoPro Daily.
- Respond rapidly. If a client is unhappy, address the situation immediately. Sobel says your willingness to drop what you’re doing to urgently discuss your client’s concerns will by itself improve the situation. Sometimes the client just needs to hear, “What’s important to you is important to me, and I’ll take the next flight to meet with you to discuss it.”
- Don’t get defensive. The client wants you to listen and empathize. The worst thing you can do, Sobel says, is listen and then start to counter what the client is saying. Listen deeply and thank the client for sharing their thoughts with you.
- Say you’re sorry. Even if you think the blame is equally spread, he says apologizing can help to defuse the situation and begin a new dialog. It’s hard to keep kicking someone when they apologize to you.
- Collaborate on the solution. You may want to jump in with a potential solution, but Sobel says it’s better to involve the client in the solution. Do so only after you thoroughly understand their concerns and the actual circumstances.
- Avoid excuses. You’ll probably want to explain your side of the story, but you shouldn’t lead with excuses. Once you have defused the anger or other upset emotions, Sobel says you may very well be able to have this discussion.
- Anticipate crisis. If you speak frequently to your client and have lots of open communication, you’ll probably be able to head off most crises. If there is an atmosphere of openness between you, Sobel says there’s a greater likelihood that your client’s concerns will surface when they are small rather than when they feel overwhelming.
- Get things out into the open. Negative emotions fester in the dark. That’s why Sobel recommends transparency in your client relationships. If you know there is a sticky issue they are upset about, try to confront it openly and get it out on the table.
If a client feels disappointed, don’t aim for a perfect fix. Instead, own your part and listen without getting defensive. It also helps to anticipate issues early and express your concerns openly. When you do these things, what started as disappointment can end up strengthening your business relationship.
Compiled by Audrey Sellers
Source: Andrew Sobel is a leading authority on how to develop, grow and sustain long-term client relationships. He is a keynote speaker and a bestselling author.
