The DriveSales™ | How to manage and turn your unhappy clients to happy client in sales!

Let’s be realistic, things will not be in your favour all the time; you will have to face unhappy clients one time or the other. Sometimes the reason behind their dissatisfaction may not be justified. But how you deal with them decides whether the clients get their issue resolved or lose their faith in your business.

Are you losing your customers because they are not satisfied with your services? Are you trying to figure out how to deal with angry clients? Fear not! We are here to get this right for you.

We have some key steps listed below which would help you save the situation and smooth things over!

1) Do not lose your calm — Even if you feel that the complaints of your customer are unreasonable and they start yelling at you for no reason, do not lose your temper. Yelling back would do no good but escalate your problems.

2) Be an active listener — Do not listen to reply, listen to understand. Pay attention to what they say, this will calm the situation to a great extent. Also, make sure your body language does not portray an arrogant behaviour.

3) Be empathetic — You need to sympathize with your client and have an empathetic attitude towards them. Your clients should feel that you care about them and their problems.

4) Stay on your client’s side — Agree with your client and do not try to defend your business aggressively. Agree with their problems and then try to calm them with a simple, “I completely get your point. Let me try to find out how things went wrong.”

5) Apologize — Whether your client’s complaint is reasonable or not, you need to apologize if you want them to stay as your customers. Simple and straightforward statements like “I am sorry for the inconvenience caused. Let me look into the matter and see what can be done” can make things right.

6) Provide a solution — Try to find out a solution once you can understand the reason behind their dissatisfaction. Ask them about their needs or suggest some solution from your side. This is often enough to solve the issue.

7) Learn from your mistakes — The feedback you get from your unhappy customers can often be used to your advantage. Learn from your mistakes to prevent it from happening again in the future.

8) Follow up — Last but not least, do not forget to follow up. This will give your clients a sense of security and make them realize that customer satisfaction is your priority.

Now, as an effective SALESPERSON! We can do three things from here.

1) Ignoring the opportunity and blaming the situation for revenue loss.

2) Taking important notes and going back to revisit your sales strategy with the growth mindset.

3) Reaching out to us if you need any specialized help for sales.

To conclude, what you choose to think also provides some idea of your growth mindset. It is something like Milton Berne’s quote, “If opportunity doesn’t knock, build a door.”

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