Unfortunately, no business is exempt from dealing with irritate customers and clients. We all want the ideal outcome with boths sides being satisified and happy. There are a few key steps that will lead us to that point of resolution.
The first and most important step is to listen. Allow the client time to fully explain the situtation from his point of view. Often by the time they are done they are much easier to deal with. Perhaps they have even offered a workable solution or compromise.
Be sympathetic and willing to apologize without accepting responsibility for the situtation. On a person to person level you are sorry that they feel the way they do, you are sorry for the inconvenience that this has caused. This will go a long way in making your business relationship stronger.
Offer several solutions. Perhaps you can waive a fee or offer a discount on a future service. It may not be an issue of who is right and who is wrong.
So next time you hear a complaint remember the end result of you both winning is very possible. The customer is pleased and you have kept him as a customer!
About the Author
Cherilyn is the owner of 'The Accounting Department, that functions as a virtual accounting department for small business. With over 25 years of accounting and business management experience, she is an expert in customer service.