When there’s an issue with your client, pick-up the phone. When your texts or emails go beyond two messages regarding a situation, take it as an indication that you need to call your frustrated client.
Back and forth via text or via email is frustrating for your client. Recognize that it’s difficult to clearly understand some situations with technology. You need to let your client talk instead of composing texts and emails.
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 are better off calling your client immediately and let them vent. Yes, it’s uncomfortable, but understand people just want to be heard.
If you wait until later in the day, your client has 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 may help you understand their frustration level.
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 really 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, enthused, focused) and make 2017 your best year ever!
ABOUT THE AUTHOR:
Niv Persaud, CFP®, CDFA™, CRPC®, is the Founder of 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 spending plan, financial plan, divorce financial review, life strategy, and professional progression. 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’.”