Written By: Joseph Lukacs, www.ipgllc.com
Here it comes! You know you’ve screwed up and your client is on the phone (or in your office) complaining.
Maybe you are one of the fortunate ones who never get complaints! But if you do, regardless if their gripe is legitimate or not, there IS a systematic way to handle all complaints.
- Say you are sorry! Those should be the first words out of your mouth. It costs nothing. It isn’t admitting fault. You’re just sorry they are feeling that way. These are the most powerful words you can say to a complaining client.
- Honor their perspective.
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