In the business world that mainly depends on the service you provide to your clients, it happens that a client becomes angry for some reasons, real and logical, while other reasons are less logical and may not exceed the misunderstanding of the client. In any case, the way you deal with the situation will determine mainly the future relationship with this client.
Now, maybe you think it’s okay to lose one unhappy client — but it’s not. You see, we seem to tell three other people about it when we have a good experience with a company. For the company, positive word-of-mouth is perfect. On average, however, someone who is unhappy with a situation tells 11 people about it. Can you see how that could hurt your business? And there’s a greater danger if you’re a sole proprietor as you may know more about your client’s disappointment through legal channels.
It’s necessary to consider the point of view on both sides before you formulate a strategy to deal with these challenging situations. You are the main point of contact with the unhappy client and they voice their complaints about the business and not about you as a individual.
Keep yourself calm
It is important in the beginning to keep calm no matter how severe the language and the way your client treats you. It makes no sense to use the same way he\she used in his\her anger, but on the contrary, this may exacerbate the problem and reach it to worse levels than just an angry client.
Use FRomLE technique
Did you hear about FroMle Technique? It’s the best strategy to use for irritating men, even rough customers you can’t bear.
Specifically, this strategy is designed to get you through those stressful and complicated conversations. This is a form of silent psychological technique that will help you soften the clients ‘blows to your advantage.
A client of yours may tells you something disrespectful or a little rude. Hear this sentence, and simply add the FroMLE in your mind to the end. For instance, if you’re a translator and one of your clients keeps saying how translators take money for a job that a machine can do, you’ll probably feel upset. Some people just don’t appreciate the effort a good translator is putting into their work. When this happens to you, consider tackling the statement they made in your head on the FroMLE technique.
It won’t make the situation any smaller, but it will help mitigate the blow. And, if you lose yourself control, it might save you a lot with a big customer that you might lose.
Demonstrate the power of the emotions
Severe clients come with a lot of emotional loads to the table. Not all clients are going to be furious, but even a troublesome clients will bring out those emotions in you too. You may be upset at the condescending tone of the client, or their disrespect for your hard work.
Demonstrating emotional control is important in challenging customer situations because, at the end of the day, your experiences with them will contribute to the overall consumer experience and credibility of your company. Taking the high road means keeping your influence, tone and body language under control.
Offer a solution to your clients
In most situations, solving a situation-gone-south with some kind of incentive helps to soothe the annoyance of the customer. You may have seen this in cases where a customer at a restaurant was unhappy with their order, and the restaurant took it off their bill. It is a perfect way to make things right and create connections by providing a discount, free product, a refund or store credit.
Apologize to your clients
The Nottingham School of Economics research found that unhappy clients are more likely to accept a business giving an apology rather than being paid for.
45% of customers withdrawn their negative assessment of a company in the light of an apology in the results from the report, while just 23% of customers withdrawn their negative assessment in exchange for compensation.
The researchers concluded that it causes an immediate urge to forgive when a consumer hears the words “I’m sorry”.
But, don’t just stop at the apology; follow up with a promise to fix the complaint.
Following-up after a problem has been solved will always be on the to-dos list. If it’s a few days or weeks after (depending on the situation) this is a great way to improve the retention of customers. Reach out to see how things work for them. You may use their suggestions as a way to develop the programs, goods or something they were really unhappy about.
We make mistakes because we are human
It’s not about being a good company, offering excellent customer service and answering customer questions without dealing with the drama of angry clients. That’s sort of a difficult norm to set.
A much easier approach to take is to train for these kinds of scenarios, put these useful communication skills into yourself and support the arsenal of your team.