4. We can all agree that one of the most aggravating thing is when a company will stand up to its commitment. Here is a
B-I-G tip: “Don't promise what you can't deliver”. One of the most common mistakes businesses make when trying to appease an angry client is by promising to get a package deal or something to reimburse them. Not saying that this isn’t a good idea, but if you are promised something worth value or something to reimburse you for your time or money, wouldn’t you be expecting something big or at least worth your time?
This is where businesses mess up, they promise either too much and don’t follow through or they don’t follow through at all. The last thing you want to do deal with is a disgusted client. Your main job, besides providing amazing service, is to always try to please your customer, but don't give them a reason to heap blame on you.
5. Here is one of the most difficult decisions a business owner can make, “As a last resort, be willing to lose the customer and the sale”. If you offer your best plan or best product to resolve a problem and the “Cranky Client” is still being difficult, as bad as you may think it is, it is ok to part and refund the purchase price. The truth is, everyone has a limit and your spirit of generosity should have its limits as well. A personal rule of ours: “Only one chance to break the rules per client.” This means with every client there is always an out, but if an out is necessary then by all means find the most effective way to take it. Just keep in mind that times are getting tough and people will begin to make demands that are unrealistic just to see how far they can push the envelope.
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