Managing clients who have unmet expectations, or even perceived unmet expectations, can be difficult. After all, even digital agency owners are only humans, and rude, aggressive emails or client meetings might get to you sometimes. Successfully calming down an angry client and moving forward with them is an essential skill that every digital agency owner needs to learn and practice.Â
As a leading white label digital marketing provider in the US, we’ve worked with thousands of agencies across the world and have heard it all! Here are three excellent tips that will help you manage your next challenging client in a much more effective, efficient, and empathetic way.Â
BreatheÂ
Don’t approach a crisis or difficult call, meeting, or email in an emotional state. Calm yourself so that you are best prepared to manage expectations and smooth things over. By taking a deep breath, you can remind yourself that this is a temporary situation that you are capable of managing. A successful outcome is much easier to achieve when you approach the aggressive client kindly and calmly. It also goes a long way to diffusing their emotional response.Â
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Outline The Way ForwardÂ
Once you’re in the right frame of mind, proactively approach the situation with a solution. After making the client feel heard, tell them how the error will be fixed and how your agency will change x or y to ensure that it does not happen again. If necessary, you can also communicate the misalignment of expectations between the client and what your agency can actually deliver in a professional manner.Â
Make A Peace-OfferingÂ
One of the easiest and most effective ways to turn that client’s frown upside down is to offer the irate customer a free service or a discount. If you were in the wrong and your agency made a mistake, acknowledging and apologizing for the mistake go a long way ‒ as do gifts or discounts.Â
Putting out fires is part of your job, but we can help make sure that the work your agency delivers to clients is always on time and excellent.
Outsource your digital marketing services to our digital reseller agency to ensure a happy outcome as frequently as possible.
