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Posts tagged: client relations

How To Handle Angry Clients

Whether you are in the SEO industry or any other industry, there will always be frustrated or angry clients to deal with.  Some are reasonable and others are irrational, but either way, you must deal with them in a professional and courteous manner.  This is important not only because it is part of owning a business, but because your clients are pretty much the essential aspect of that business.  Without them, your business will most definitely fall apart. Therefore, keeping them nice and happy should be your top priority! If you do encounter an angry client, here are five essential steps to resolving the issue and establishing peace.

  1. Keep Cool- Sure, it is human nature to get angry when someone is hostile toward you. But when it comes to customers, you must always remember that they are always right- even when they aren’t.  Therefore, no matter what the client says to you, you must always keep your composure.  Do not fight back but instead, respond in a confident and composed demeanor.  Express no hostility!
  2. Listen & Acknowledge- Again, the client wants to always feel as if they are in the right.  After all, they are the ones spending money on your business.  It is important to let the client express their concerns and comments- so let them vent! Listen to what they have to say and acknowledge where you are at fault.  This makes the client feel as if they have valid points and more importantly, that you are on their side.
  3. Ask Questions- After you have heard the client out, ask questions that are relevant to their concerns.  How can you better help them? What moves should you make to adjust to their needs? In essence; what will make them happy?
  4. Agree on a Solution- This is important! Here you will establish what you promise to do for them.  Come to an agreement on what changes are necessary to keep them as a client.  Remember, make sure that they are happy with the solutions you are offering.
  5. Go Above and Beyond- Once a solution is agreed upon by you and the client, you are not only going to meet that goal, but go above and beyond that.  This tells the customer that you are willing to go the extra mile for them and that they are a true priority.  Honestly, this tactic should be used with all clients you encounter, whether they are angry or not!