How to deal with an unhappy client
Once we realize that facing objections in business-to-business relations is an art, we will find measures necessary to dissolve conflicts which tend to happen in every company, including ours. Understandably, it requires a great dose of practice and patience but in the end – helps to keep the clients close.
Don’t let the pressure get to you
When confronted by frustrated client it is easy to react with anger and take the accusations personally. The first thing to do is to set those personal feelings aside and focus on the real reasons of client’s dissatisfaction. When we realize that objections are inevitable it will be easier to gather problem solving skills which will definitely come in handy to diffuse the conflict and retain the commission.
Your response can mean the difference between success and failure
To gain trust in business relations, responsible business owners need to forget the patronizing tone and treat all business clients as equals. Responding to accusations requires loads of assertiveness. To successfully handle unhappy client, business owners should remain calm and approach the problem in a coherent manner. It sometimes requires adjusting the attitude in order to prevent dissatisfied client from spiralling further into rage. Control of emotions always gives the upper hand in B2B relations. Instead of throwing accusations backwards and forwards, two sides of the argument should find a way to connect on the personal level and find out the real source of difficulties.
Stop making excuses and face the facts
The most responsible thing to do is to shut down the negative thoughts and find a constructive way to solve the problem. There must have been some sort of miscommunication between two parties which has resulted in a heated conflict. Business owners should learn to face facts and stop putting blame on unimportant factors. Only after that, it is possible to start improving the services and work on dissolving the arguments.
Listen and hear
Many business conflicts could have been avoided, if both parties were better listeners. Before the company can find satisfactory solution, the members need to establish the root of the problem. It is therefore necessary to keep lines of communication open and give the client safe space to voice their complaints. The key to successfully managing business relations is mutual understanding and trust. It is important to ask the right, open-ended questions which will result in constructive discussion.
If the other company still finds the solution unsatisfactory, ask for their feedback. It may occur that your client has already thought of a straightforward solution. Respectful exchange of views can prove mutually beneficial to both parties.
Seize the opportunity
There is always a bright side of every conflict. Treating customer’s objections as challenges will help you develop your services and consequently enrich customer experience. It is worth to remember that business-to-business loyalty is as strong as the last contract.
Deliver on the promises
Successful communication between businesses relies not only on finding satisfactory solutions, but also remembering to deliver on the promises in a timely manner. It is important to make a schedule, present improvements on time, and follow up communication after no more than 2 weeks to ensure and maintain positive relations between the companies.
Surely, everyone finds it uncomfortable when being confronted by a frustrated client. Fortunately, there are credible ways to smooth things over politely and effectively.
Monique Anderson works for Pest-EX where she polishes her marketing skills,
making sure that the company is on the right track. When out of work, she
often spends her time at the nearby beach, enjoying the warm sun and sand.