Mastering the Art of Handling Unhappy Clients

If it hasn't happened yet, it will.  You will get a client that is unhappy about something when doing business with you.  It happens to the best of us so don't freak out when it is your turn.  

People can't be happy with everything all the time because we aren't happy all the time.  It seems like a simple idea but when we are on the receiving end of someone else's anger or frustration, it doesn't feel good.

So a client is unhappy.  How do you deal with it to try and smooth over the situation, and move forward?

There are many ideas about how to do this but here are some helpful tips that might be good for you to tuck in your back pocket the next time a client has some not so kind words to say about you or your services.  

1.  Do not take it personally.  Really.  It is not personal.  People get upset over many different things.  We aren't happy all the time and many times we take our frustrations out on people that may or may not have anything to do with the real reason we are upset. 

For example:

• The dad that gets upset because on the way to the session he finds out how much this is all going to cost and is feeling disrespected because he wasn't fully in the loop.  As a result he might be uncooperative or grumpy at you.
• The kids that got yelled at just before they arrived and have been threatened to behave "or else".
• The employee who just got a ton of work dumped on them that is unrelated to their actual job and now has additional deadlines they must meet by the end of the day but they need to take time out for company headshots.
• The client who ignored any and all of your tips when it comes to what wear for the session and realized at the reveal session that they don't like what they look like.

None of those three things have anything to do with you but they can sure feel like they do.  So again, you don't know all the things that brought them to be with you in that moment so if they are upset and blame you for something you KNOW is not your fault, try to let it roll off.

2.  If they contact you with concerns and complaints via text or e-mail, get them on the phone.  Do not try to go back and forth with them over electronic communication.  Really.  This is something that is hard to do.  It can be awkward and sometimes a bit painful.  The thing is that most people will come across much harder in the written word than they mean to.  AND if you get them on the phone you can hear tone.  That is so important.  With no context of tone you really have no idea how upset they are.  

3.  Let them talk it out.  People sometimes just need to be listened to.  We all feel better when we have a minute or two to just vent.  Allow upset clients to do that.  THEN, talk about how to resolve the situation.

4.  Don't be pushed into resolving any issue immediately.  Get on the call with an idea or two of how it can be resolved but before you suggest anything, ask them how they would like it resolved.  It may be that they really don't want anything, they just wanted to let you know how they felt.  Or maybe they want a full refund, all the images for free, and a free wedding on top of it all.  (That is a HARD no!)  The great thing is that you don't have to give a solution right then and there.  Be kind and firm and let them know you appreciate their feedback and you want to give some thought into a resolution that works well for both of you.  Give them a time frame in which you will get back to them. (And be sure and get back to them within that time frame.)

5. Don't make them repeat their side of the situation over and over.  I recently was on a call with Citibank where I had a situation that I knew was going to have to be handled by a manager in a certain department.  I had to go through the main customer service number and speak with 5 people before I got to the person who I knew could help me.   In order for me to get transferred to the right person, I had to repeat the issue with every single person along the way.  Meaning I had to repeat the my frustration FIVE times.  So no wonder that by the time I got to the right person I was past frustrated.  I was mad.  It felt like such a waste of time and incredibly disrespectful to be kept on the phone for so long repeating myself over and over.  Especially when I knew who I needed to talk to from the start.  ADD to that, every time I was transferred I had to confirm my identity.  All in all I went through 5 reps repeating my story 5 times and my identifying information 5 times.  That would frustrate anyone.  

By the time I got to the correct person I sounded like a raving lunatic.  I was so incredibly frustrated over the situation.  It wasn't their fault but unfortunately, they were on the receiving end of my emotions that day.   It happens to all of us.

Dealing with unhappy clients is part of our job as a business owner.  It is unreasonable for us to think that we can make all people happy all of the time.  BUT that doesn't mean we should try.  We all want our clients to love us and what we do.  Having a plan ahead of time that is ready to go when that doesn't happen, is key.

Want to hear me talk about this subject?  Head over to the podcast.  Episodes #48 and #58 cover this topic.  Check them out!