What do you do when a customer complains about something on the project? Are you abrasive? Defensive? Apologetic? No matter what happens, no matter whose fault it is, we should always be apologetic. Not that the customer is always right, but if they are upset at all then we need to be concerned. Twice I did not take my own advice and I lost my clients over it. Lesson learned.
But let’s go further. Let’s listen carefully. What are they complaining about? I’ve changed my way of thinking. In reality, complaints are opportunities. Either for us to improve our service and possibly create some new avenues with that client, or the basis of the complaint may a need the customer has that they do not yet recognize as a need…they are just expressing it now as a frustration…a complaint. Listen well…and then act…
But let’s go further. Let’s listen carefully. What are they complaining about? I’ve changed my way of thinking. In reality, complaints are opportunities. Either for us to improve our service and possibly create some new avenues with that client, or the basis of the complaint may a need the customer has that they do not yet recognize as a need…they are just expressing it now as a frustration…a complaint. Listen well…and then act…
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