How many of you have ever had to deal with an unhappy client or customer? What did you do? Did you feel prepared to deal with the unhappy client or customer? Yes, sooner or later, in every business there appears the unhappy client or customer. They are dissatisfied with your service or product. The issue of dissatisfaction may be real or only a perception, but if it is perceived it is believed and there is a problem. Ah, but Your Strategic Thinking Coach wants you to realize that a problem also means an OPPORTUNITY!
The criticism from the client or customer is very valuable and the mindset of your company and your employees is critical to recovering and correcting the situation. The criticism should be treasured and this is the attitude that must be adopted by the company and its staff. By listening and hearing what the client has to say you are able to gather very important information that will allow you to improve your company and its performance. Now, please understand that I am not talking about the abusive and obnoxious client with unethical requests or those that abuse your employees.
I imagine a number of readers, if hey are really honest, will admit they have not adopted the attitude that criticism can be a good thing for their company and could certainly improve on the effective use of criticism to grow their business. So, Your Strategic Thinking Business Coach will share some tips to help you strategically respond to criticism.
Tip #1: Provide open and multiple channels for feedback from your clients.
Tip #2: Listen and hear what the client has to say. Make sure you have a clear understanding of the specifics of the client criticism.
Tip #3: Do not become defensive. Do everything you can to resist the temptation of going on the defensive with your client. This is no time to make excuses.
Tip #4: Develop and offer solutions, not excuses.
Tip #5: Assign a top priority to the implementation of your solution. Commit to follow-through on the solution in an agreed upon time frame.
Strategic Tip #6: Communicate openly within your firm about the criticism and problem. Working through this type of adversity strengthens individuals, teams and relationships.
Strategic Tip #7: Discuss the problem and determine the “lessons learned” from the experience. Develop a plan to implement the “lessons learned.”
Strategic Tip #8: Thank your client for bringing the problem to your attention.
Strategic Tip #9: Use longer term vision when viewing the solutions and their costs. Use the concept of the “lifetime value” of a client in your deliberations about a cost to fix the problem, in lieu of a short term view of the immediate cost.
Strategic Tip #10: Develop a strategic action plan today for that future call from an unhappy client or customer so that you can capitalize on the opportunity it will bring.
Your strategic thinking business coach encourages you to fully realize the benefits of business coaching to more strategically address criticism from your clients and customers. If you would like to learn more about how a strategic thinking business coach can facilitate and guide you in that endeavor, please contact Glenn Ebersole today through his website at www.businesscoach4u.com or by email at jgecoach@aol.com
Tips To Deal With Unhappy Clients, From Your Strategic Thinking Business Coach - To learn more about this author, visit Glenn Ebersole's Website.
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