Sometimes no matter how hard you work, things just don’t go right. As a business consultant, you try to always do what’s best for your clients and put their needs first. Even so, there are times when you may have unhappy customers. They may be unhappy with a how a project turned out or may be upset because they aren’t getting the results promised. Don’t interrupt them. Let them vent and get their frustrations out before you try to solve the problem. While they’re letting you know their frustrations, make sure you’re attentive and actively listening.
Once you understand the issue, discuss where things went wrong or explain why a specific decision was made. While you’re doing this, make sure to be sympathetic and treat them with the upmost respect. It’s also important to watch your tone and to stay calm and collected. If you find yourself getting frustrated, let the customer know you need a few minutes, or find a colleague who can help. If you made a mistake, make sure to apologize and do so gracefully. Let the customer know his business is important to you and that you want to do whatever you can to make it right. Hopefully, as you discuss it further you can come to a resolution. Try asking the client what he thinks should’ve been done or if see if he can suggest another method.
Above all, show you care, be respectful, and try not to take it personally. Most times, unhappy customers just want to be heard and will feel much better knowing that you care about what they’re saying.
