No one wants to believe a client could ever be dissatisfied with our services, but it happens. Whether the results of a marketing campaign didn't measure up, or an employee dragged his feet on something, customers can get edgy. Usually, the problem is a small one and can be easily addressed. It's only when there's little or no communication about the issue that a customer gets really angry. Before reaching a point of no return, try these simple, straightforward customer resolution techniques.
1. Call the Customer Immediately
The minute you hear of a possible problem, pick up the phone and call your client. They may not be ready to discuss the problem in full, but you can listen for clues and piece the story together. Use the opportunity to gather information, isolate the exact cause of the problem, and provide assurance that you are giving the issue your full attention.2. Schedule a Face-to-Face Meeting
Handling a customer complaint can become sensitive and the liklihood that it will be resolved amicably is higher in-person. Once you have an idea of what's wrong (after speaking via the phone), offer to meet the customer at his or her place of business, or another neutral site. If the customer is hesitant, explain that you simply want the opportunity to fully understand their concerns and try to make it right. 3. Acknowledge the Problem
All to often, when dealing with an upset client, we overlook a simple rule of conflict resolution: acknowledge the problem. It's easy for us to get defensive when finger-pointing starts, but the "it wasn't my fault" stance only escalates the situation. Instead, calmly listen to the client and then confirm that you heard and/or understood their concern.4. Ask What It Is They Want
Give the client an opportunity to explain what it is he or she expects in order to resolve the problem. Knowing what the client wants is half the battle. Then you can determine if the client's desired outcome is realistic and reasonable, compared to the actual problem. If possible, try to elicit several options the client would be willing to accept to be satisfied.5. Negotiate, Pay-up and Make-up
The final step is to reach a resolution and agree on it. Before doing so, you can gently negoatiate for a mutually-agreeable outcome. For example, the client might want a full refund for a project that has already been fully executed. In most cases, that's a bit excessive. Instead, offer a small refund, or a larger discount on a future project. Unless the details of the final agreement are intracat, don't worry about putting the details in writing. However, once the dust has settled, be srue to send a follow up note thanking your client for his time, and his willingnes to work things out. And, of course, it goes without saying, but offer a sincere apology and then move on.
