I recently had an unhappy client.
Like a really unhappy client. I mean, y’all. They took some jabs at my character and questioned if I was serious about my business. No bueno. Meh, you could say that that was not a good day.
Often times we talk about all the great things that come from owning your own business: creative freedom, making-your-own-hours, working-from-wherever, endless monetary opportunity, etc.. Those things are all true, but man, there are challenging days too. Sometimes you have clients who are unhappy, sometimes the sales don’t come in like you expected and sometimes it’s a lot harder than it looks to keep yourself motivated. What I’m learning is that when those days come (because they most certainly will) you’ve gotta remember the following:
Don’t throw in the towel yet.
It would’ve been really easy for me to wallow for the rest of the day about that one client who was unhappy with my services. It would’ve be so easy to dissect every interaction, berate myself and start questioning if my services were even worth anything. It would’ve been really easy to fall into the vortex of negativity and just lay there. But that’s not going to get me anywhere.
Don’t let one person hold you back from helping hundreds more.
Take stock of what may be constructive, consumer feedback and then move on. When 99.9% of your customers are happy, don’t let one bad review keep you from pressing forward. Be kind, offer your apologies and encourage them in their future opportunities. Think about all the other clients you’ve helped and keep your eyes focused on the next task at hand. If you stop now, you could keep someone from benefitting from your product and service.
Do refine your target market
Unmet expectations are usually the root of all client dissatisfaction. Your job is to figure out: are those expectations ones you can fulfill and faltered in your approach? Or, are they not even expectations you feel equipped to or even want to meet. With every unhappy customer, you can see a bit more of what you want your target market to be. For example, I’ve learned from my 300+ clients that a specific age bracket, industry and career level is more fun for ME to work with, can afford my services and are receptive to my coaching and feedback. I was able to refine this by working with people who were happy and unhappy with my services. Use the unhappy customer as an opportunity to get more focused on your ideal client.
And if this advice doesn’t help you when you get blasted by a sassy client in the moment, there is always chocolate, red wine and good bubble bath to hold you over until the next day when you can start anew. 😉
Did you ever have an unhappy client? How did you handle the situation? How did you keep from getting discouraged?
How to not get discouraged when you get an unhappy customer
September 15, 2017