When there’s an issue with your client, pick up the phone and call them.
If your texts or emails go beyond two messages regarding a situation, take it as an indication that you need to call your frustrated client.
When going back and forth via text or email, it’s easy for someone to misinterpret the intent of your response.
In other words, your tone may not be clearly represented by your choice of words. It may come across as insensitive or defensive.
If your client needs to calm down, then respond, “You’re important to me. I cannot talk now. When is a convenient time to talk later today?”
This response does two things. It lets your client know they are important. And it lets them know you want to listen to them.
But sometimes, you’re better off calling your client immediately and letting them vent. Yes, it’s uncomfortable, but sometimes people just want to be heard.
If you wait until later in the day to respond to your client, they have time to build up more frustration.
Assess the situation by knowing your industry and how your services impact your client.
The best way to treat your client is to think about if you were in their situation.
How would you want to be treated?
We all handle issues differently, but taking your client’s perspective into consideration may help you understand their frustration.
A frustrated client becomes more frustrated if there’s a lot of back and forth with texts and emails.
By calling the person directly, they can explain why they are frustrated. They will feel as if you care and are listening to them.
We all hate conflict, but you’ll do more damage to your reputation and business if you avoid talking to a frustrated client.
Stay PEF (positive, enthusiastic, and focused), and make 2023 your best year ever!
(Update to original post from June 28, 2017)
ABOUT THE AUTHOR:
Niv Persaud, CFP®, CDFA®, RICP®, is a Managing Director at Transition Planning & Guidance, LLC. Life is more than money. It’s about living the lifestyle you want and can afford. For that reason, Niv consults with clients on money, life, and work. Her approach capitalizes on techniques she learned throughout her career, including as a management consultant, executive recruiter, and financial advisor. Her services include developing comprehensive financial plans, divorce financial reviews, and retirement plans. Niv actively gives back to her community through her volunteer efforts. She believes in living life to the fullest by cherishing friendships, enjoying the beauty of nature and laughing often — even at herself. Her favorite quote is by Erma Bombeck, “When I stand before God at the end of my life, I would hope that I would not have a single bit of talent left and could say ‘I used everything you gave me.’”