Small Business Today Magazine SEP 2014 ELP ENTERPRISES | Page 22

EDITORIALFEATURE

Client Conflicts –

An Opportunity in Disguise
By Aaron Kaplan

I

know that you have had the following
happen to you on at least one occasion: 
a client calls you to complain that they are
not happy with the professional services
or product you provided.  How do you typically handle such conversations?  How much
of the responsibility for what happened do
you shoulder?  How much do you reflect
back onto your customer or client?  What
happens to your relationships going forward
with clients/customers who have a negative
experience with your business?

It seems that consumer expectations
and standards are getting higher and higher even though their demands often may
appear completely unrealis