Something does not go right on your client's side, and they accuse you immediately. Then it turns out that it's their fault. What to do next?
- Help your customer to maintain dignity. You don't need to repeat to them that it is their fault. Before you point out where exactly the customer made a mistake, start with something they did right.
- Avoid digging in it and act rather quickly. Emphasize that you want to continue to be their partner.
- If it's appropriate, use humor. It releases the tension and most people are willing to laugh at themselves. Just don't overuse it.
- Learn about the problem the customer faces. Try to find out how you can help them solve it.
- Don't forget the follow-up. Once the immediate problem is resolved, let a few days pass. Then call the customer and ask whether they are happy with the solution. Show that you care for things to get right.
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