February 23, 2024

How to Respond When a Client is Unhappy

Sooner or later every business owner is likely to have an unhappy client. It can be an upsetting experience to receive negative feedback, especially when you know that you have provided a stellar representation for them in the past. Research on customer loyalty has shown that clients will often stop supporting a business if their recent experience doesn’t live up to expectations.

The most important thing is to listen to the client, empathize with them and be willing to make it right. Then, you can get back to providing them with the stellar representation they are used to and hopefully save the relationship.

1. Stay Calm

A lot of dissatisfied clients use their frustration as a way to vent and they will likely be using aggressive language, making it important that you remain calm and don’t let them get you down. It is also helpful to have a prepared response to different kinds of feedback that you can quickly access and respond to.

2. Identify What Caused Dissatisfaction

Once the client has calmed down, try to determine exactly what caused their dissatisfaction. During this process, remember to listen and repeat their statements back to them to ensure that you have understood them correctly. This will help to refocus their energy towards finding a solution, rather than continuing to express their frustration.

3. Offer a Solution

When a client is upset, it is important that you offer them a solution that is both quick and feasible for your company to implement. This will demonstrate that you value their opinions and are eager to address them. However, if the problem is something that you cannot control or fix, be honest about it and offer to put them in touch with someone who can.

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