An angry client is also an opportunity – don’t waste it!


Angry Cleint

Eddie couldn’t believe his boiled egg was runny for a second morning

My first sales mentor used to rub his hands together in glee when we had a problem with one of our clients. “Any fool can do it when it’s going well but only a real star can do it when it’s not” he would say. He was right.

I’m not saying you should go out with the intention of pissing your clients off - far from it but when a problem occurs why not use it to your advantage. Try this 7 stage approach to dealing with client problems: -

  1. If it’s a major problem get on site, if it isn’t get on the phone.
  2. Apologise first then dive straight in and understand what the problem actually is.
  3. Even if it’s not your fault don’t get into the blame game.
  4. Come up with a plan to put it right and get the client’s buy-in for it.
  5. Fix the problem.
  6. When problems occur client satisfaction always outranks profit!
  7. When it’s all sorted head back to the client and see how this can be avoided in the future.

Problems can cost you time and money but they needn’t dent your reputation. In fact they can significantly enhance it building your personal brand and helping you stand out from your competitors as you go. As my friend Graham Davenport always says “Usually after I’ve sorted a problem out I end up coming away with another order”. I bet you do Big G.

So next time the phone rings with an irate punter on the other end rub your hands together with glee and get stuck in!

Image courtesy of stockimages / FreeDigitalPhotos.net

About these ads
About

Passionate about making business development a profession not just a job. Built and sold a £40m group in less than 9 years. Doing it all again and loving it!

Tagged with: , , , , ,
Posted in Customer Service, Differentiation, Personal Brand, Relationships
One comment on “An angry client is also an opportunity – don’t waste it!
  1. […] the blame game altogether: if a problem arises quantify it; think of some options; engage the client; agree a way […]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Mike Ames

Passionate about making business development a profession not just a job. Built and sold a £40m group in less than 9 years. Doing it all again and loving it!

Like the blog, enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 1,300 other followers

Visit my website
Flair Coaching Website
Register For My Monthly Newsletter
‘Business Development for Busy People’ Ebook by Mike Ames

Click the image to download a free sample chapter

Blog Archive
Follow me on Twitter
Share this blog
Bookmark and Share
Follow

Get every new post delivered to your Inbox.

Join 1,300 other followers

%d bloggers like this: