The Angry Client...Friend or Foe?

Angry clients should be considered a “blessing in disguise” rather than something we should dread dealing with. All too often clients fade off into the sunset, breaking all lines of  communication without us ever knowing the catalyst that produced this change in their affection. Customer feedback (even when it’s delivered in an angry package) is a crucial link that is needed to keep public relations strong. The information allows us to improve our service levels  and expose potential grenades lurking in the shadows. 

Let’s face, there are numerous speed bumps in our business and we’re going to hit one from time to time.  Being proactive in the beginning of the relationship helps set the tone for future events.  Communicate early on to your clients that you want to hear the good, the bad and possibly the ugly.  This  gives us the chance to be the “hero”, fix the problem and solidify our relationships.  Then as you work together and build trust,  the emotional bank account gets filled and the client is  often more likely to talk things out when situations arise.   

When a customer is angry there are some key things to remember:

1. It’s not personal: They believe they have a legitimate grievance and if we are defensive we shut them down,  it sends the message “we don’t care”.
2. Listen: Don’t interrupt and take notes to remember details.
3. Be Patient: Let them get it all out and use your ears more than your mouth.
4. Show Empathy: Try to understand how frustrated they are and how they have been impacted.
5. Be Positive: in your approach to solve the problem and take action quickly.  If you let things linger too long it looks like your avoiding the problem.
6. Take your LUMP: If you have caused a situation acknowledge, apologize and move on.  None of us are perfect.
7. Show appreciation: Thank your client for coming to you to problem solve and reassure them how important they are to you.

Hopefully the above will help you navigate a customer relations set-back.  Just remember, a bump in the road is not always cause to end a business friendship.

Teresa St. John / Senior Account Manager

Serving Scottsdale                                

First American Title - Arizona