Client Relationship Management- What happens when you mess up…..

Have you ever found yourself dealing with an irate client? In a perfect world, this would never happen, but the reality it occasionally everyone slips up. Regardless of whose fault it is, if you make a promise to your client, it is your responsibility to make good on it.

We have all been there; our launch is 100% good to go, you check your list, everything is on track. The orders start coming in, only to find out that your duplication service messed up… accidentally printed 3 of the same discs instead of all 3 parts or the manuals were printed backwards.

Any number of things can happen to cause issues…again in a perfect world this would not happen but who lives there? Let’s stick with the example of a duplication issue for the examples below.

1. Communicate with the client - Send out an e-mail or give them a call as soon as you know there is a problem. Let them know up front that you are truly sorry for the inconvenience, advise them of the situation, and accept responsibility.

2. Do not play the blame game - Regardless of why the product or service is not available; you are the one that made the promise. Your client is a real person, they do realize that bad things happen, but trying to explain how it is not your fault is not going to help the situation. Accept responsibility and move on from there.

3. Let them know what you are doing to fix it - If the problem is a sort term fix, let them know what you are doing to remedy the situation. Give them an ETA on when you plan to have the issue fixed. If the situation is a long term issue, be sure to keep them informed.

4. Make sure you can keep your promise - If the duplication is using to take 3 weeks, make sure you tell them that is how long it will take. If the decide to cancel you are at least being up front and they will more than likely respect that. If you say 1 week and then it takes another 2, you may as well write that client off. Err on the side of caution and under promise and over deliver.

5. Add that value- Offer a little extra incentive - If a client is willing to give you 3 weeks, the least you can do is offer a free e-book or report for their patience. This will show your appreciation and your client will feel valued.

Again, no one ever sets out with the intention to screw up but when it does happen; be sure to take responsibility, keep your client in the loop, and make it up to them. It is not a perfect solution but you will find that most clients will understand and be willing to wait because you were up front with them from the start.

- Meredith