It’s 8am and wake up to 17 angry emails AND a voicemail from one client. Take a deep breath and read on – here’s some advice on how to handle frustrating clients respectfully
Let your client vent
Sometimes, your client will have a valid reason to vent. Let them! Yours might be the third company they’ve tried and nobody’s been able to get it just right. They may be thankful for an empathetic ear. Just remember…
Don’t take it personally
Everyone gets frustrated, just as you may be very frustrated with this client right now. Please remember that chances are good they’re just as frustrated as you are. Everyone wants to get it right, but remember that you have to…
What are both of you expecting from this business relationship? Most frustrations arise from miscommunications. Establish expectations at the beginning of your working relationship. Just as important, establish boundaries. If you make it clear you are not available outside of your office hours, the client will know why you’re not responding at 8pm and not feel slighted or ignored.
Correct YOUR Mistakes
If you make a mistake, immediately own up to it and fix it. It’s unlikely your client expects you to be perfect, but quickly repairing your mistakes and apologizing with grace will help maintain your professional reputation. Never flip the situation to accuse the client or brush off blame for something that is indeed your fault.
Professionalism Reigns Supreme
Especially if you’re mostly working through a text-based medium such as email, really look over each email draft before you send. This is even more vital during disagreements. Imagine an objective third third part was reading your back-and-forth; who would they think is the calm, rational one? Make it you.
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