Editor's note: This article appeared in the November 23, 2009, edition of Quirk's e-newsletter.
Picture this: An upset internal client calls to complain about how a project was handled - whether it be a missing item on a questionnaire, the cost of outsourced services or general down-your-neck breathing about results taking too long - and you're completely caught off guard. So what's your next move? Business consultant and author of The Connectors: How the World's Most Successful Businesspeople Build Relationships and Win Clients for Life Maribeth Kuzmeski says that a high-pressure scenario doesn't have to escalate and can instead be used to strengthen relationships. Be thankful that the problem was brought to your attention and try to use that heated phone call, for example, as a jumping-off point to connect with a colleague and improve the overall image of the research department. Here are five tips for assuaging an angry client:
Extend a peace offering. When something goes wrong, proactively reach out to squash negativity. Even the simplest of gestures can be effective: Offer an apology when you've made a mistake. Then, make things right by extending a peace offering. It doesn't need to be anything extravagant.
Don't follow your combative instincts. If an angry internal client calls you fuming mad, your knee-jerk reaction might be to argue. Remember, though, fighting anger with anger seldom works. Take a deep breath, remain calm and diffuse a tense situation by immediately assuring that you will make it right.
Get them to listen to you by listening to them. Knowing that you are truly listening to their concerns can bring upset clients to agree to your suggestions much more quickly.
Have a standard service protocol at the ready. Creating standards, procedures and methods of dealing with internal clients and servicing their needs can help when it comes to resolving conflicts or handling a dissatisfied customer. By creating a service protocol in advance, you provide a way to "enforce" how conflict situations are handled. Service protocol empowers employees to become connectors.
Ask for feedback. Obviously, you don't have to sit around, anxiously wondering when a problem is going to arise. There is a way for you to avoid some (unfortunately, not all!) conflicts. You can do it by ensuring that customers aren't suppressing problems. And you do that by constantly asking for feedback.