How to Handle an Angry Client

Everyone would like to think that they will never need to know how to handle an angry client.

It happens. Your business can be going along smoothly for a period of time and then all of a sudden someone drops the ball, a deadline isn’t met, or an important order is totally messed up. The client is furious.

The clock is ticking, you have a very short time to do damage control. What do you do?
*Deny the problem? After all you have lots of clients.
*Send a gift basket and hope it resolves itself?

First, get all the information possible about the situation. Before you talk to the client know the facts. Talk to everyone involved and take notes.

Brainstorm what you can do to remedy the situation. Maybe it is something that is easily fixed.

Talk to the client. Take notes. Allow your client to talk without interruption. Never promise something that you can’t deliver or say that it isn’t your fault. Once they calm down and start running out of things to say then ask questions. Make sure that you understand the whole situation. Also, it is important to acknowledge the validity of the clients feelings in the matter. Don’t allow yourself to become angry but stay calm and compassionate.

One of the most important tips on how to handle an angry client is to find solutions. Almost any problem has a solution if one is patient enough to find it. Once you have found an alternative that the client is happy with follow through with it and do so quickly.

It is always a good gesture to follow up with a handwritten note expressing that you are sorry for what has happened. Sending a gift basket can be the final touch that brings your client around.

Once the situation is resolved follow up with your client. Make sure that they are happy with the solution and be ready to offer another solution if they are not.

When all has been resolved in a manner that the client is happy with, and he is enjoying his sumptuous gift basket,( as well as telling all his associates what great customer service you have) You can breathe a sigh of relief and pat yourself on the back for a job well done.

Image: Morguefile
Basket:Corporate Snobs