When you work in a service industry, your clients are the most important part of your business. They are your best commodity, and keeping them happy keeps you afloat. Unfortunately, working with the public isn’t always a walk in the park. Sometimes, you come up against an unhappy client who isn’t satisfied with your work. How do you handle a dissatisfied customer?
We asked our experts for their advice on dealing with an unhappy client, and how to know when to compromise, when to concede, and when to walk away. They have years of experience working with the public, and a lot of insight to offer. Here’s what we asked them:
Below, we’ve compiled a few of the helpful answers our experts provided. Check back later in the week for a follow-up article!
How do you handle an unhappy client?
What things are clients most often dissatisfied with?
Can you recall a time when you were able to defuse a potentially negative situation with a client?
Have you ever had to close an account because of a client’s bad attitude?
"I look at complaints as an opportunity. Many people just go away when they are happy, some go to the Social Media sites to express their side, but when they come back to you to complain, then you have an opportunity to not only meet their expectation, but to exceed it." read more
“When the customer is unreasonable, demanding, nasty or the solution is unclear, I always like to ask my client, “What can I do to make you happy?” or “How would you like to see this resolved?” If their response is something reasonable, consider it done. If they are asking for too much or something impossible, I thank them for the opportunity and move on.” read more
“But if you are spending time creating scripts and memos in order to have employees properly respond to unhappy clients, then, well . . . you aren’t really a service company! Instead, we focus our energy on creating a business culture that empowers employees to handle unhappy customers, and refuses to receive the same complaint more than once. In the end, 1 unhappy client = at least 10 happy ones. We just apply what we learned the first time!” read more
“Unfortunately you cannot make every customer happy but the trick is to do your best and treat them as you would like to be treated. I’m a firm believer in it doesn’t truly matter what you did to get in the situation where a customer is unhappy, but it defines your character and your companies character on what you do after the fact. No individual or company is perfect.” read more