Learning how to address customer issues leads to attracting better clients for your practice.
Do you know how to handle a customer issue?
There are 4 ways you can handle customer issues, but only one of them is the right way.
You can choose to deny, blame, justify, or own the problem. One of our core values at TFW Advisors® is to own it. Everyone makes mistakes, but how you handle those mistakes is important. You should own your mistakes, take responsibility, and “fall on your sword.”
As an owner and leader, you should adopt the mindset that everything that goes wrong is your fault, and every success belongs to your team. Communication with your clients is vital. When communicating with clients, I have found that using the word “but” invalidates everything before, clouding your ability to truly hear what they say. Instead, replace “but” with “and,” which will validate what they are saying. For example, it would be beneficial to use the phrase, “I heard what you said and here are my thoughts.”
So, you’ve learned the right way to handle a customer issue.
What do you do if your client is wrong?
There’s that case where your client complains every time you speak to them on the phone. Tom had one client who called to complain every time because of the bill.
He calmly explained, “If you are unhappy with our services and this is not a good fit, it’s ok.”
This client ended up backpedaling and became one of our best clients because we set expectations and didn’t let them run over us. You can still apologize, but sometimes you need to have a conversation that resets the boundaries of the working relationship. This will help you know the type of client you want, stand up for who you are, and help them understand that you don’t need their business.
IT IS OK TO FIRE YOUR CLIENTS WHEN WARRANTED.
Ok, so now you know how to handle customer issues and you’ve fired your troublesome clients.
Next, you need to identify your brand by exploring and determining who you are. You must understand the type of clients you want and don’t want. Understanding your best client’s behaviors and personality will help you attain clarity on the type of client you want. By determining your best clients, you will have more time to work with those clients you like and who value your services, positioning yourself as their trusted advisor.
Remember, you get to choose the clients you want to work with.
Want to learn how joining TFW Advisors® can help you get better clients, a better practice, and a better life? Schedule a call with us today!