IF THE WORLD WAS PERFECT, IT WOULDN’T BE
In a perfect world, there would be no such thing as a bad day. We would never feel defeated as professionals. We would produce nothing but our best work at all times. Everyone would always be completely satisfied with the results we produced. In a perfect world, there would be no pissed off clients…ever.
Unfortunately, this world is far from perfect. Not everyday is going to be great. We do at times feel defeated. We don’t always produce the best work and live up to our full potential. And every now and then we come across clients who are unhappy, dissatisfied or downright angry with us.
MAKE IT RIGHT OR MAKE IT BETTER
I would be lying if I said I never made mistakes or never had a client upset or angry with me. The truth is, it happens. But what I have learned over the past few years working in the events industry and especially as an entrepreneur is that if you do mess up and a client is upset you have to either make it right or make it better.
Dealing with a pissed off client is never easy, but as entrepreneurs we have no choice but to take handle these situations quickly and with some finesse. Here are five steps that will help turn your unhappy client’s frown upside down…
1. REMAIN CALM…I REPEAT…REMAIN CALM
When you are dealing with an angry client, the last thing you want to do is freak out on them. It’s normal to feel a little defensive. We all work hard and have our client’s best interest at heart, but sometimes things get missed or miscommunication occurs. When a client is upset with something you do, the worst thing to do is react. When we react we lose control and give the other person the upper hand.
2. ASK QUESTIONS, AND LISTEN CAREFULLY
When people are upset no matter what the situation is, they usually just want someone to listen to them. This holds true when dealing with your clients. Clearly if your client is upset, they are going to have some things to say. So listen to them. Show them that you care about the issue at hand.
3. TAKE ACCOUNTABILITY
I have found success in dealing with unsatisfied clients by first taking a look at myself and taking accountability for the issue. Before you do anything else, you have to stop and take accountability of what you did wrong or could have done better. As entrepreneurs, we must consistently take a look in the mirror and make a change in order to learn and grow as professionals.
4. SUGGEST A SOLUTION AND RUN WITH IT
Conflict resolution is what event planners do best and it should be a common practice amongst all entrepreneurs. When there is an issue we need to evaluate all of the variables and act quickly to come up with a solution. Don’t sit around and think, “shoulda, woulda, coulda.” Just FIX IT.
5. ABOVE ALL ELSE, DON’T POINT FINGERS
When shit hits the fan, the worst thing you can do is sit around with your thumb up you’re butt and point fingers. It doesn’t matter whose fault it was, what matters is that there is an issue and it’s your job to find a solution.