How to Build Damaged Bridges with Clients
In an ideal world there would be no conflict with clients and everything would always be harmonious. In the real world there are inevitable bouts of discord which require a unique skill set to fix. The techniques needed in times of conflict are easy to adopt and mostly derived from common sense.
Meet face to face with clients to address a problem when logistically possible. If not possible then a phone call is the next best alternative. Do not rely upon e-mail or send business postcards to convey bad news. That never ends up being received well.
Always keep the lines of communication open. Do not leave your clients in the dark as to what is happening. Having information, even if bad, is better than facing the unknown. Clients who are aware of the problem and what is being done to fix it will prove much easier to deal with allowing for complete focus on the task at hand. You should have a solution at hand should an issue ever arise with a given customer. A client will feel secure knowing you are on top of the situation. Simply telling them there is a problem while having no corresponding solution will create much angst. Make sure you can keep all promises you make. Broken promises can prove to be a fatal blow to a customer relationship. If you promise postcard printing overnight, then even if you have to go without any sleep make sure you fill the order on time. These simple steps can go a long way to curing occasional customer service flare ups. Business owners need to do everything possible to keep their customers happy. If not, their competitors certainly will.
Always keep the lines of communication open. Do not leave your clients in the dark as to what is happening. Having information, even if bad, is better than facing the unknown. Clients who are aware of the problem and what is being done to fix it will prove much easier to deal with allowing for complete focus on the task at hand. You should have a solution at hand should an issue ever arise with a given customer. A client will feel secure knowing you are on top of the situation. Simply telling them there is a problem while having no corresponding solution will create much angst. Make sure you can keep all promises you make. Broken promises can prove to be a fatal blow to a customer relationship. If you promise postcard printing overnight, then even if you have to go without any sleep make sure you fill the order on time. These simple steps can go a long way to curing occasional customer service flare ups. Business owners need to do everything possible to keep their customers happy. If not, their competitors certainly will.
