Too many people lose their cool when faced with an angry or dissatisfied client. They put off handling the situation. To make matters worse, when they do handle it, they do so downright inappropriately.
But procrastinating doesn’t make a problem go away. Instead, one of two things happens: the angry client decides the trouble isn’t worth it and cools down, or they get so angry and stomp off. The next time you hear is probably through a legal notice from their lawyer.
So, you see how you can hurt your business by mishandling or not handling a client’s grievance?
Here are intelligent ways to handle an angry client and a client project gone south.
When people get angry, they often blurt angry words with little thoughts to them. Don’t get stuck on any hurtful words in the heat of the moment, especially when it comes to the client. Instead, try to remain calm so that you can handle the situation much more professionally and peacefully.
Your goal is to figure out the different things you can do to fix the problem. Seek to get detailed information about the difficulties resulting from the issue, rather than a general venting of hot air.
If you find yourself in hot water with a client and you are in need of some help, it always helps to be prepared. By ensuring that you have professional indemnity insurance, you will ensure you are protected in the event a client project runs into a problem.
This will become especially useful if you are going to need legal counsel or to pay any damages or fees as a result of the complaint, as you won’t need to pay that sum straight out of the company’s, or your own, pocket.
Agree on a solution
You are in a position to find some sort of solutions once you’ve figured out what exactly the problem is. Propose something practical. Start with whatever provides the angry client with the easiest and quickest relief.
Work from there and try to agree to a reasonable solution to the problem that suits all parties.
Agree on a schedule
Once you have agreed to a solution, set a timetable for executing it. Settle for a reasonable time period you know you can handle.
The worst mistake you can make is committing to what you can’t do. If you do, then be ready to face another bout of this client anger when you don’t fulfil your promise.
Meet your schedule
Make this schedule top on your priority list. You’ve negotiated yourself into a second chance with this client, so make sure you don’t blow it again. Ensure that you put the necessary plans for resolving the problem into action as soon as you can.
Once you’ve satisfied the client in this situation, you would have given your business another opportunity to serve the same client in the future and – by extension – the projects or needs of other prospective clients they know and would most likely tell how well you handled their project when problems arose.