If it hasn’t happened yet, it will.
You’re having a great day and then BLAM! Your client ambushes you at a meeting or starts yelling at you over the phone. Something is terribly wrong and you are in the hot seat.
Don’t panic! Just remember one word: ANGER.
Each letter gives you a step for dealing with the problem: Acknowledge — Nod — Guide — Execute — Retreat. I’ll explain each step. Then I’ll tell you how this word can help you turn your angry client into a loyal client for years to come.
1. Acknowledge. It doesn’t matter if your client is right or wrong. The anger is real, so you have to acknowledge it and deal with it. Don’t debate. Don’t get defensive. Say, “I know you’re angry.” Then say, “This is important so explain the problem to me.” This will demonstrate that you understand the emotion and that you take the situation seriously.
2. Nod. When people are angry, they need time to vent. Don’t throw out a solution right away. Just shut up and nod as your client lets it all out. You can’t rush them into getting over it even if you know there’s an easy fix. You have to deal with the anger before you deal with the problem.
3. Guide. Once the tirade has run its course, it’s time for you to start playing problem-solver. Ask questions to be sure you understand the problem and find out specifically what your client expects. Suggest ideas. But also ask your client for ideas. You want to work as a team at this stage to arrive at a solution you are both happy with.
4. Execute. This is where you become the hero. Fixing the problem will show that you are reliable and responsible. Take the solution you’ve agreed to and execute it immediately. Most reasonable people don’t expect perfection, but they do expect professionalism.
5. Retreat. Once you’ve solved the problem, you may be tempted to apologize and verbally mend fences, but that’s a mistake. It will take a while for your client to get over the angry feelings, so retreat for a while and give your client some space.
Once you prove you can save the day when things go wrong, you will enjoy a lot more confidence from your client. And likely, if there’s another problem, it won’t create such an emotional response.
Everyone would prefer that things always go right. But the relationships that have been tested and have survived are the ones that tend to be the longest lasting.
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Dean Rieck is a leading direct marketing copywriter, designer, and consultant who has worked with more than 200 clients in the U.S. and abroad.. For more copywriting, selling, and freelance success tips, sign up for Dean’s FREE direct response newsletter or visit the Direct Creative Blog.
{ 3 comments… read them below or add one }
Great post with lots of insight. My immediate reaction is to go on defense. Roles reversed, I know this is the wrong approach to take with me so it needs to be re-worked.
#5 is the most important step. This one is hard for we who are ‘peacemakers’ and really have a hard time when people are upset with us.
When this happens, I have to remind myself that the cause of the anger might be completely unrelated to my work or performance. Too often, there are other issues at play that are causing the client to overreact — challenges at work, problems at home, a sick relative, a recent death in the family, bad news from a loved one.
Bottom line is, you never know. So if the rage is completely unwarranted, give the other person the benefit of a doubt.
Hard to do (for many of us), but always a good policy.
It also pays to keep your emotions in check when things go exceptionally WELL on a project.
Sure, you can and should celebrate and pat yourself on the back and feel euphoric when you do a great job for a client… but keep in mind the importance of returning to a balanced emotional state within a reasonable time frame. I.e. Don’t let the celebrations go on forever, because you likely still have lots of other projects to deliver on. If you get into the habit of keeping perspective on the big picture even while you’re celebrating a mini-victory, this will actually help you keep your emotions in check when a project goes south and you hear about it.
Deepak Chopra sums this up far more eloquently when he says, “you should strive to become immune to both criticism AND flattery.” Discipline in one scenario will help in the other. It’s all about balance!