How to get yourself out of sticky situations with your current or previous clients and customers.
Unfortunately, we have all been in a situation where a current or even previous client is upset with us. This could be for any reason even if it isn’t necessarily all our fault. I have been in tricky situations too many times to count, so I have the perfect formula for getting you out of this scenario!
Step one…
Immediately apologize. No, do not fake an apology, give your customer a sincere apology that is heart felt. Keep your pride out of business and do the right thing. If your client is upset, let them know that this is your fault and you will do whatever needs to be done to maintain the relationship. Many times even my own business partners severed the relationships and I had to go in and fix them. The best way to retain or gain a client always starts with an apology. Never forget this!
Step two…
Come up with something you can give your client for either free or like 90% off. People love gifts or receiving things. One time my old partner ROYALLY pissed me off and she knew it too. The next day, she overnighted grass fed steaks to my condo and I totally forgot why I was even mad. No.. I am not telling you to send steaks to everyone you piss off, but I am telling you to do something thoughtful that shows you care enough to make things right. Sometimes an apology isn’t enough. Actions speak louder than words!
Step three…
Never do what you did again. If you did something that made your client mad, I can almost promise you that if you ever do it to anyone else, you will probably get the same response. Learn from it and keep it moving. No reason to feel guilty or repeat the mistake twice.
Anyway…
Client retention isn’t hard. Treat all business relationships almost like you would treat a marriage, unless that marriage is abusive or on the verge of a divorce. When I say marriage, I am talking about the lovey dovey honey moon stage. Keep an open line of communication and make sure everything isn’t one sided. Do things that will improve relationships without being asked and always be upfront and honest. People don’t like wasting time.
Well, I hope you enjoyed my little rant. If you would like to get in contact with me, please reach out at GallantDill.com or GallantDillMentoring.com.
I will see you at the top!- GD
P.S. Try not to piss off your customers!