Have you ever wanted to fire difficult clients before? And didn’t know how?
Client satisfaction is important for any business to thrive in a highly competitive industry. We need to make sure our clients are happy. However, even if you treat your clients appropriately and with professionalism, there will always be a time when you realize you can’t serve your difficult clients anymore.
This happens for a couple of different reasons. They might be dissatisfied with your service for whatever reason, or you might be ready to fire them.
All money is not good money.
When I realized I could fire my clients, it felt like freedom. You will always meet clients who don’t understand what you do or maybe they are simply difficult and hard to please.
These situations can be tough. While you don’t want to lose your client, you can’t afford to jeopardize your business, your productivity, or your profitability.
Here are some ways to manage difficult clients without exhausting yourself.
Acknowledge the problem.
Whether it be your client’s lack of understanding or they are just having a bad day, or they are unhappy with the product or service, acknowledge it. It is important that we understand where they’re at. If they’re not satisfied, you need to listen to the concern and make note of it. What happened? You don’t have to apologize, but you need to hear them and understand.
Instead of using the word “sorry”, use “unfortunate”.
Tell them it’s unfortunate that that happened. Using the word ‘unfortunate’ plants the seed in their mind and lets them know you hear them.
Don’t be a salesperson.
You’ll put your client off is you appear to be too aggressive. Don’t let your desire to make money outshine the product or service you’re offering. Establish trust and show the client that you have their best interest in mind.
Even if your client is attacking. It can be frustrating, but don’t let it get the best of you. Remain calm and breathe. Do not mirror their communication style.
Dealing with a difficult client can be hard. But never let them control the situation. Show them that you are a capable and confident leader. This will ensure that you have a better chance at earning respect.
Get all the details first.
You want to be prepared. If you know there is something that needs to be discussed, make sure you call your customer service team first. There are two sides to every story, so make sure you understand both sides before heading into a conflict.
Conflict will always happen. It’s business, it’s not personal. But if you know how to deal with difficult clients, then you are off to a successful start.
I can’t wait to see you build a thriving business!
You partner in prosperity,
Susie Carder is an unstoppable business coach who has firmly established herself as a successful entrepreneur. She is passionate about helping her clients’ businesses exceed their wildest expectations! Learn more by visiting susiecarder.com.