How to Handle Upset Clients While Maintaining Respect for Your Business
Today on the podcast we are talking upset clients, I know…not everyone’s favorite topic, but a necessary one.
Whether we want to address this topic or not, at the end of the day if you’re a business owner you’re going to have an unhappy customer. Instead of having it bring you down, it is important to know how to address the situation, resolve the problem and avoid having upset clients in the future.
So let’s talk about it, and allow ourselves to take steps and better our business!
[00:01 - 4:25] Opening Segment
It is inevitable to have an upset client. How you handle it is what matters.
Valuable lessons about customer management from Forbes
[4:26 - 10:42] The Customer is Always Right and the Answer is Always Yes
Understanding what it means that “the customer is always right and the answer is always yes”
How to identify the right type of clients for your business to reduce the amount of upset clients overall
How to properly handle upset clients while maintaining respect for yourself and your business
[10:43 - 41:01] Wrapping Up!
Using criticism to shape and better your business
What clients want when they speak to the business owner/customer service rep
How to identify red flags before a client becomes a problem
Key Quotes
“When you talk to your client, go in humble and try to understand where they are coming from. When I go on a call with an unhappy client, truly seeking to understand their side rather than defending my side, it goes far better.” - Victoria Marcouillier
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KEEP BRANDING WELL,
Victoria
