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Save the relationship before your client is no longer a client
anymore.
What should I do if a client is upset?
1) If a client is upset first thing you should do is listen.
Make sure you understand all there points and they information you
receive from them.
2) Find out what they want. Best thing to do is ask what
they are looking for. It does not mean you have to give it to
them.
3) Offer them a counter solution. When you fully
understand why the client is upset then you can offer solutions.
4) Weigh the differences. If your client has invested a
lot of time, money, or other resources with your company then take
that into consideration with your solution.
5) Never say "no", "its against our policy", or even "we can't
do something". It makes you and the company look bad.
Instead view what they are asking as a challenge and use all your
resources available including your supervisor.
6) Offer a solution even if its not what they want to hear.
Give them a choice between solution A and solution B and let them
choose the solution.
7) If you cannot provide a quick answer then get back with
them. Make sure you do follow up with them or that will make
things worse.
8) After the client has accepted the solution follow up with
them to let them know your business is important to your company.
9) Treat each situation differently and do not take it
personal.
10) Most of all make it your own problem. Take ownership
and solve it before you pass it on.
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