From Problems to Loyalty!

It is hard to imagine that problems with clients can actually have an up-side – but it is true. 

Let's say you are working with a client, and for whatever reason, something goes not quite right and the client is unhappy.  9 times out 10 this can actually be a GOOD thing, so try not to get caught up in the problem, and move quickly to solving the problem.  

Because once you move to solving the problem, that is when the good things actually happen.

Here is the number one thing you need to do the next time you find yourself in a sticky situation.

Once the problem is identified, ask the client what they would like you to do to solve the problem.  Asking them what they want doesn't mean you have to do what they ask, but you get a VERY clear idea of what their expectations are, and you can work from there.

Here's the good news – almost ALWAYS what you are willing to do EXCEEDS what the client will ask for.  So you can do EXACTLY what the client asks for, and then even go a bit more and EXCEED what THEY were expecting… which again, is often LESS than what you are willing to do.

And here's the DOUBLE BONUS good news – statistics show that customers that have problems that you FIX become more loyal than customers that have never had a problem with you.

Go figure, but it is true!

So next time you find yourself in a bad situation with a client, don't beat yourself up about it – look ahead and know you are in the process of making a future loyal client!

Have great rest of the week!

-Mary