Trapped In A Bad Relationship?
Many clients begin by telling us horror stories of design projects gone wrong... horribly wrong. That can be the worst thing and potentially the best thing that any other designer will hear.
The worst part about a client's previous bad experience is the obvious repercussions that it has on the design community. This may lead to negative communication between the client and other potential clients in the marketplace... causing industry skepticism and "BAD BLOOD".
The only good thing that can come from it is the opportunity it creates for the next designer who can get their foot in the door. It won't be easy. But good customer service can overcome a previously bad experience.
Tips on good customer service in a crisis:
The worst part about a client's previous bad experience is the obvious repercussions that it has on the design community. This may lead to negative communication between the client and other potential clients in the marketplace... causing industry skepticism and "BAD BLOOD".
The only good thing that can come from it is the opportunity it creates for the next designer who can get their foot in the door. It won't be easy. But good customer service can overcome a previously bad experience.
Tips on good customer service in a crisis:
- Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.
- Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.
- Diffuse anger by saying "I'm sorry or "I apologize."
- Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.
- Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.
