Tips To Deal With Unhappy Clients, From Your Strategic Thinking Business Coach
Tips To Deal With Unhappy Clients, From Your Strategic Thinking Business Coach
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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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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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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Joe DagerJoe Dager is President of Business901, a progressive coaching company providing no-nonsense direction in areas such as Lean Six Sigma Marketing and organized referral marketing. What others say: In the past 20 years, Joe and I have collaborated on many difficult issues. Joe’s ability to combine his expertise with “out of the box” thinking is unsurpassed. He has always delivered quickly, cost effectively and with ingenuity. A brilliant mind that is always a pleasure to work with.” - James R. If you want to learn more about Business901, start a conversation with us. We can be found @ Web/Blog: Business901.com Web/Blog: FundingYourNonprofit.com LinkedIn Profile Follow me on Twitter - Visit Joe Dager's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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Cheryl MatthynssensCheryl is a life skills coach, licensed Chemical Dependency Counselor and a 20 year entrepreneur. Cheryl's dedication to achieving a life of balance led to her expanding her teaching from the simple managing of life's daily challenges to adding financial well being as well. A direct marketer with DrinkACT, she is gaining ground in the online community with her concepts of making sure business owners, entreprenuers and employees have well rounded life styles. She opened up a small affiliate site - The Balance Guide- to help others find resources for mental and emotional well being. Visit Cheryl's blog to see more of the diversity beyond business she has began offering online at www.thebalanceguide.blogspot.com - Visit Cheryl Matthynssens's Website |
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Dianne CramptonDianne Crampton is an executive leadership coach, team culture consultant, author and president of TIGERS Success Series, Inc. Dianne has been helping CEO's and Executives connect their employees to their core values and goals for over 20 years using the trademarked TIGERS team culture process, which stands for trust, interdependence, genuineness, empathy, risk and success. To download a free white paper on behaviors that build strong teams and behaviors that will predictably tear them down go here. Dianne's contribution to the 2010 Pfeiffer Consulting Journal (an imprint of John Wiley and Sons Publishers) entitled TIGERS Hearted Teams is available in November 2009. Her new book TIGERS Among Us: 5 Winning Business Team Cultures And Why, Three Creeks Publishing will release in March 2010. To receive publishing discounts, subscribe to the free TigerTracks Newsletter here. - Visit Dianne Crampton's Website |
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