Clients are the backbone of any business, be it service oriented or product based. It is a must to practice good and quality handling when dealing with different clients, even if you are faced with “difficult” clients. We have established that whatever client we handle, we treat them like VIP clients, and believe me how effective that can be to keep them coming back.
So now we ask, how do we deal with client disagreements if in any case we encounter one? Here is how we at RecommendWP handle them.
When disagreements arise, the best course of action is to present the client of different alternatives. Instead of dwelling and arguing over a specific step that causes all the conflict, why not present them a different option that they can take to help out with their agenda.
You Can Turn Them Down
Turning down project offers sound a bit rude and detrimental to business but believe me turning down offers is okay. If the project is too far-fetched or too ambitious, or the client has a different “vibe”, or the project itself feels off the radar, you can simply turn it down. This way, you can avoid future conflicts and repercussions that can really hurt your business.
Always remember to turn them down in a polite and kind way so that you feel less guilty of turning down a potential income, but don’t worry, there are more clients out there that truly deserve your service.
Who’s The Expert?
Although the client is always right as cliché states, always remember that you are the expert. They might have an idea of what they want with their brand, but keep in mind that it is you who knows how things work; what will work and what won’t.
When clients get an idea of what work they want done but clueless on how to execute them, they usually hire people like us to do the job. Did you just read what I said? They hired us. Yes, they did, but that doesn’t mean they decide on how things get done. They hired us because of our expertise, because we know what to do. It is not bad at all to remind that to your clients; again in a polite way.
If you really have a stubborn client, one that thinks they are the experts and not you, and decides to push through with what they want, it is a good practice to keep a copy of your conversations. This way, when things fail, they won’t have any reason to make you responsible for their decisions. Always be proactive when discussing with clients; keep your tab on their requests and your advise if the request seems problematic.
Maybe in the future, if their plan backfires, they’ll know this time that you are the expert and hopefully, listen to your advice. If not, you can simply turn down future projects from them and possibly warn your colleagues and business partners in case they stumble upon them.
Apologize Like Not Apologizing
There are debates whether you have to apologize to your clients or not. Although it is ethical to apologize in case of conflicts and the such, it can present weakness to your business as well. This way, we tried to present our apologies in ways that doesn’t look or feel like one. Here is an example:
“I am sorry for what happened. I promise that this will not happen in the future.”
Instead of using the above statement, reword your apology like this:
“It is unfortunate that this event happened. My team us currently looking into the matter and we thank you for your patience and understanding while we resolve the issue.”
See the difference? The second apology plants a more psychological effect to your client that shows you are dedicated to your work and that you are looking closely to every issue, and even if your client is in no way patient or understanding to the conflict, tell them so to reduce the tension.
If you want to experience quality web development service, you can check our offered services and start working with us today!