3 Keys to Dealing With an Angry Client
We’ve all had that moment - that moment you discover one of your clients isn’t happy. Ugh. Whether it’s in person, on the phone, or via email, an unhappy client will instantly put a pit in your stomach and set your mind racing with questions:
“How did this happen?”
“How am I going to solve this?”
“Who is to blame?”
“Did I just lose a client?”
“Am I going to lose my job because of this?”
But before you hang up the phone and throw your hands up in surrender or run off to update your resume, try these 3 keys to dealing with an angry client! (P.S. Curious about where I learned all of this? It actually came from watching the best people-person ever: my dad. Ironically, the 3 keys even create the acronym D-A-D)
Key #1 | Defuse
When a client is angry, it’s important to defuse the situation by learning and empathizing. First: learn what the issue is. You may already know before you engage your client, but sometimes we are blind sided. So if you don’t know, simply say, “I’m here to help. What do we need to fix?” and then repeat the issue back to them to show you were listening and you understand. Second: empathize with them. This means saying something along the lines of, “Wow, I certainly understand why that would be bothersome” or “Now I know why you wanted to talk to me.”
Key #2 | Apologize
A genuine apology has the power to shift the most uncomfortable conversations. It may look like saying, “I’m so sorry that this happened to you” or “I hope you will find it in your heart to forgive me(us).” Even the most hardened hearts can start to soften once they realize they have been heard, and that someone is sorry about their feeling angry or frustrated. Now is also a good time to let them know that this is not how you treat your customers - which leads to the best of the 3 keys.
Key #3 | Delight
The third way to deal with an angry client is by delighting them. Think about it: anger and frustration are most often caused by unmet expectations. And the opposite of unmet expectations? Exceeding expectations and delighting your customer. So once the issue has been addressed and apologies have been made, I encourage you to take time to think through some creative ways to delight your customer - overshadowing their frustration and rebuilding your relationship.
So the next time you are confronted by an angry client, remember D-A-D: defuse, apologize, and delight. Some of the best online company reviews are written by clients who were upset, but then met by someone who stepped in and delighted them instead. Who knows, maybe you can go from worrying about losing your job to getting a promotion for your uncanny ability to turn an angry client into a happy one!