Episode Details

129: Handling an Unhappy Client

Season 2 Episode 129 Published 3 years, 7 months ago

Description

When building relationships with clients, one of the most important and difficult things to do is handle complaints properly. Here are tips to help turn a client’s negative experience into a positive one.

Be in the Moment

Let the client know you can sense they are disappointed with how the design is looking. Ask them to offer feedback to what is specifically the problem area. Handling the problem in the moment will increase the probability of satisfaction

Practice Reflective Listening

After listening carefully to the client’s feedback, restate back to them what you heard to allow them a chance to make corrections to your listening skills. Be prepared to ask question to clarify any areas that have a lack of clarity.

Position the Feedback

Express appreciation for the client’s honesty, which will now allow you to meet their needs. Offer the option of making changes if possible, during the existing service or make plans for future satisfaction in the form of a return service, gift card or rescheduling with a different designer

Learn From Experience

Making changes to gain client satisfaction provides a learning experience that will help build your professional listening and flexing skills.

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