8/21/2023-Handling Frustrated Clients

You possess the magic wand to eliminate your client’s frustration. Save the stamp on the "I’m sorry" Hallmark card; human interaction is the best way to calm your clients.

Your execution of the new contract is going great…at least in your eyes.

Oh, but wait. A new email from the key buyer just hit…ouch….ummm, okay. He’s ticked off. Actually, he’s piping mad.

Who better than you to take care of it?

Sales superstar and Top 10% charter member [Dia Marchionne] https://www.linkedin.com/in/diamarchionne/ offers, "When something feels – or is contentious with a client – I push hard to get on the phone to talk it through. A meeting would be optimal, but things won’t calm down unless they are and feel heard. Emailing them only makes it worse."

It’s not the nature of buyers to be proactive about resolving conflicts.

When mad, they send nasty, churlish notes. That’s what they do. Don’t be offended.

Dia adds, "We all know email is a bad conversation device. When it comes to handling frustrated clients, the worst move a seller can make is to use email."

The next time you have a problem with a client – whether it applies to an issue today or in the future – put on your big girl / boy pants and invite them to join you on a call or a video chat.

Use the charm, grace and ears that have gotten you this far.

You’ll inevitably have to deal with frustrated clients at some point in your transactions or relationships. "Stuff" happens.

Don’t panic. These situations are never as bad as the bad breath that comes out of your clients’ mouths. These situations present opportunities to create deeper understanding and relationships.

When you feel frustrated – or even seething – regarding a service issue or some part of a transaction, what do you want?

It’s circumstantial, right? Regardless of the situation, you want to be heard.

So the next time you are in a situation where one of your clients is seething, try opening with this line: "I know you are frustrated, and you have a right to be…tell me about it. What’s going on?"

And then. SILENCE. And after you’ve been silent…don’t talk.

It will be hard not to say anything, but wait until you know the customer is finished. Like a baby crying itself to sleep, your buyer will calm down and feel heard. Good. The repair work can then begin.

"I have to have an uncomfortable conversation with you…" is the phrase Simon Sinek suggests you use when needing to approach a frustrated (or angry) client. Simon has made a name for himself partly based on his fundamental belief that honest and direct communication lead to successful outcomes, no matter the circumstance.

You know customers are not always right, but when they’re mad, you can’t tell them they’re wrong; you need to do everything possible to pacify them.

First, you need a good approach that engages them in a calm and rational conversation. Maybe you’ll this 4-minute clip will give you inspiration and ideas on how to own it your way.