One question that news people ask from time to time is how I’m able to stay so calm in heated situations. The short answer to that is, who knows. Maybe a mixture of genetics and previous experiences? Or maybe I’m just weird..I don’t know. Nevertheless, a recent conversation with a friend about an upset client of his, led me to think about how I would typically try to handle this sort of situation.
Rule 1: Keep your cool
In the case of an angry client, it’s never a good idea to “fight fire with fire”. In fact, if you can, try to calm the situation by staying calm and expressing your concern for the client. After all, this person isn’t your enemy; they’re your valued customer. Don’t let a low blow catch you off guard and rattle your composure; keep your cool and be prepared to bite your tongue.
Key Take-a-way: It’s never a good time to attack your client. …take the time to stay calm.
Rule 2: Determine the problem
Often times, there’s more to the problem than what you’re being told. If you can, try to figure out what’s really going on so you can provide a meaningful solution. Be sure to keep it professional though; don’t go digging into business that doesn’t pertain to you.
Rule 3: If you’re wrong, make it right
This is sometimes a hard one for people. Every now and then we have to keep our egos in check. If you’re wrong, go make it right. In fact, I would suggest doing this as quickly as possible. Even if it cost you a pretty penny, always deliver on what you promise.
Rule 4: If you’re not wrong, consider a compromise
In some cases, you’re really not in the wrong. If that’s the case, you may be put in a situation in which you have to decide whether or not it’s worth it to give into the situation. On one hand, you don’t want to lose business and have someone speaking poorly about your business to people they know. On the other hand, however, soothing over anger with compensation may cost you even more in the end.
So what’s the best way to handle this? I’d suggest considering a compromise. Of course, this doesn’t always mean you have to offer money or free business. Often times, upset people just want to be heard and validated. See if it’s possible to schedule a meeting to go and meet with them personally. Be sure to address the concerns that they mentioned and be willing to readjust your business arrangements to make things better.
Rule 5: When all else fails, keep it classy
Unfortunately, sometimes people just disagree. If an agreement is no where in sight and your client is making good on their promise to take their business elsewhere, be sure to remain a class-act. At the end of the day, you don’t want to burn any bridges. In fact, it’s typically always a good idea to leave the possibility of a compromise on the table.
Conclusion
So there you have it. Next time you find yourself in this type of situation, try following these rules and be sure to let me know how it goes.
For those who have been there before, what are some your approaches? How did they work out and what did you learn?