Unhappy clients is the last thing that you want on your list. It is the most difficult thing to deal with and we have to know how to deal with the unhappy client, if not then nothing will be solved. For example I have had many experiences dealing with customer service and the fact that they do not know how to deal with unhappy callers on the phone. But in the book it explains this differently that with how you handle a situation will determine whether you retain the relationship or lose the client. I know it will be hard dealing with clients with attitudes and other issues, you have to be professional and know how to handle every situation that occurs.Don’t be harsh back with the client then relationship and the problem won’t change at all. Just remain calm and patient and everything should flow just right.
The book gives off a list of client expectations that should be easy to violate, these make the client happy. Undivided attention should be number one because no one wants to have to keep repeating themselves over and over again to someone who is supposed to be giving me all of their attention. Next have confidence in your trustworthiness, when explaining or telling your client make sure what you are telling them is all facts, and that you are 100 percent sure that what you are saying is accurate and true. If you can not follow these simple tasks then that will result in the loss of a client. Trying to get a new client is harder than retaining clients. So therefore be careful with how you talk and interact with your clients because no one wants the risk of losing clients, especially clients in which you have build good relationships with. Having clients that you have relationships with can possibly give you future business, business from people that they may refer to you and people that they tell their good experience with. But that can turn opposite when losing a customer. You lose all business and all the benefits from that.
There are 8 steps approach to productively resolve client conflict and restore trust,
- be prepared
- get the facts
- find the feelings
- let them know you got it
- dispute the facts
- frame the problem
- handle the feelings
- handle the problem
Step number 1 – Be Prepared! Sometimes you can have a great day with lots of happy clients.. then boom.. there is that one client that turns the mood. You have to be prepared for whenever that happens, you never know your good mood may change how that client feels. Prepare yourself for any situation, don’t just expect the usual because something can always change, especially dealing with clients. Step number 2- Getting the facts! The key skills for this step is that you should be able to set aside your own feelings for the moment and listen to what the client has to say, what the client doesn’t say, and last what the client doesn’t know how to say. Be able to help the client and be able to be confident in what you are sharing with your client. Then going into finding the feelings about the situation, this is when a client complains to you and you have two ways they are trying to communicate. The first is their view of the facts surrounding and triggering dissatisfaction, and their feelings are about the facts. You should watch and listen when interacting with the client, and if you see something then you should make a statement about the emotions and that is it, don’t say anything else.