Running a service business has its perks, but you’ll eventually have to deal with unhappy clients. You have to resolve these quickly and properly.
In this episode, I share how I handle these situations and turn them around.
Listen below.
0:53 I believe there’s no bigger challenge than turning an unhappy client into a satisfied one (and then earning back their trust).
1:04 For me, I find that unhappy clients typically fall into two camps.
1:19 Camp one is when you’ve made a mistake, and the client is unhappy about it. In most cases, their frustration is likely justified.
1:54 The faster you fix the issue, the more impressed your client will be.
2:56 Camp two is when a client is upset for reasons unrelated to anything you’ve done wrong. This can take many forms but is often unjustified.
3:43 While you may have been sympathetic and accommodating before, now is the time to stand firm — you can’t let people take advantage of you.
4:10 Some people like to test limits, so it’s important to set clear boundaries and show them you won’t tolerate their behavior.