The Episode: Preventing and Overcoming Disgruntled Clients
Here’s a mystery for you: Who figured out how to get artificial vanilla flavoring from a beaver’s behind? Once they’ve gotten past that deep philosophical question, the gang discusses how to address displeased clients. They share past work experiences, emphasize the importance of letting each client speak for themselves, and explain the mindset needed to find success in business and life.
In This Episode
- How to figure out if the client had a bad experience, or if it’s a communication problem [13:57]
- Jonathan shares an example of how two people can have different perceptions of the same thing [18:30]
- Ren outlines how online communication can lose nuance and blur intent [21:11]
- Why you should default to trust [23:01]
- How to respond with curiosity [26:46]
- Why a customer might be upset [30:34]
- Jonathan emphasizes the importance of letting each person define their version of a “win” [35:06]
- How to avoid mismanaged expectations [37:33]
- What Carolina did in her previous jobs to turn angry customers into satisfied ones [38:33]
- Don’t assume you know what the customer wants [43:55]
“The best thing to do when you receive a message that you deem as negative: Respond with curiosity and default to good faith.”
– Jonathan Goodman
“He Said ‘K’ Instead of ‘Okay’”
Communicating through text may be convenient and quick, but it’s easy to lose context and nuance. Be sure to ask your clients for clarification. Better safe than sorry.
Default to Trust
The media shows us plenty of reasons to be distrustful and cynical of others’ intent. But in reality, most people lead with kindness. If a client sends a message that seems negative, don’t assume it was done with malicious intent. Assume instead that they’ve had a bad week and need a helping hand. Being optimistic is a better way to live.
The Client Defines the Win
As a coach, your number-one job is to understand your client’s unique definition of a win. Stay humble, ask questions, and make sure your client feels truly heard.
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