Even the best business owners will encounter an angry client from time to time. When this occurs, the way you handle the situation can make a huge difference to the outcome. An angry client doesn’t just mean lost business, it could also result in legal action if the dispute was considered serious enough. That’s why Entrepreneur recommends the following tactics when dealing with an angry or otherwise disgruntled client.
While it may be an uncomfortable situation, acting quickly is the best course of action when you have an angry client on your hands. The longer you wait, the angrier the person is likely to become. Conversely, addressing the issue quickly may be able diffuse it without further issue. Acknowledge the way the person is feeling, even if you disagree. And even if the client is evidently angry, remain calm.
Allow the client to have their say
Let the person explain their side of the story in full detail. Even if you feel that they’re getting some portion of the situation wrong, allow them to have their say before responding. Your angry client may simply be looking for a means of venting, which can help bring tensions down. Most people just want to be heard, both professionally and personally.
Talk about possible solutions
Don’t waste a lot of time laying blame. Instead, get to work on finding a solution to the problem. Propose a few potential solutions and ask your client if he or she agrees with any of them. If so, get to work immediately on implementing them. The sooner you get the issue resolved, the better off you and your business will be.