Mar 1, 2019
Why do clients get mad? Clients get mad because of an unmet expectation. Some way, some how, that client had an expectation of the services they would receive and that expectation was not met. So what do you do about?
Here are 4 steps to handle this situation!
1- Get your mind right! Whenever this situation happens, No matter what actually happened, it boils down to an unmet expectation and you have to realize that you need to take responsibility for the situation. After you've come to this realization, you can follow the next steps.
2- Lower the intensity of the situation! This client has an unmet expectation and what you want to do is hear what the client has to say. Let them get it off their chest and then sincerely apologize. Don't apologize in a way that says you did something wrong or that the client did something wrong. Simply apologize that your intentions showed up this way.
3- State your intention! After you've given a sincere apology, state what your intentions were to clear any confusion.
4- After you've lowered the intensity by apologizing and stated your intentions, ask a question. Ask the client what you can do right now to fix the situation.
These 4 steps will help you have HAPPIER CLIENTS, BETTER RESULTS, MAKE MORE MONEY, AND ENJOY THE RIDE! And that's what I want for you!