It doesn’t really matter how amazing you are. It doesn’t really matter how great your work is. It doesn’t matter how great your work is. One reality will never die: Some clients are unhappy.
How can you deal with them? It’s not always easy to change a client’s mind by delivering better quality work.
We are experienced project managers. We can handle any situation that requires faster work, streamlined operations or a solid communication plan or a smaller budget. It is much more difficult to deal the emotional, personal, or human-touch aspects of things.
These key phrases can make a big difference in your client’s lives.
You can turn every Grinch client into an Pollyanna. No. But, can you cultivate more goodwill, encourage long-term clients, or even a more positive approach to business? I believe so.
Do not speak. Just listen.
It is important to say nothing. The client will find it very therapeutic to listen to their complaints.
This technique works like magic, I’ve seen it work. I remember having a conversation with a client who was furious at us. He threatened legal action and Better Business Bureau complaints.
I knew he had many complaints so I was determined that he heard me out. After he had finished venting about one issue I asked him if he had any other issues. “Is there any other?” Venting. “Anything else?” More venting.
After about 30 minutes, he was done. He needed the catharsis of getting it out. He was a great person to get along with after all the stress. The conversation was wonderful.
He just needed to have fun. Although it was uncomfortable to listen to his tirade, once he was done, we became great friends.
I would suggest the What more? Or Anything else? If you have a client who is angry and has a list of grievances, this strategy will work. Listen intently and genuinely.
Reiterate the client’s concerns.
This tactic is also easy. This tactic doesn’t require you to have any brilliant insight or brilliant observation. You just need to repeat what they have said.
It’s something like this:
Client:
It is so frustrating when I try to get in touch with you. Every time I call your business, someone says, “I don’t know.” Seriously? Seriously? We are paying you guys! We are paying you guys for your expertise and you just sit there saying “Sorry.” We’ll have a meeting with you.” I’ll tell ya what. I also want my money back! I want my money! You:
I see. What are you trying to say? You have questions. We don’t answer your questions. Instead, we promise to get back with you. Is that how it works? You’re getting grilled. Instead of apologizing, you just repeat the client’s concerns to him.
The client now has the chance to confirm, deny or elucidate his concerns.
Mirroring is a technique that can be used to mirror counseling or therapy techniques.
Mirroring can help ease difficult client conversations
A couple of things will happen if you mirror the actions and language of another person:
The client will be able see the truth of their actions objectively. In the above client rant, for example, the client might begin to recall that you did actually get back to them and answer their questions. Maybe they remember that they only made 2 calls and that it was only one time.
You will be able empathize and understand the client’s concerns, which is a key component of client dialogue.
Mirroring is not just for psychos.
