No matter how careful you are, one day you will make a mistake. It may be a small error that is easy to correct, or a very serious error that coulkd end up costing dearly.
Always approach the problem with an open mind, make sure you find out what when wrong and why, before trying to find a solution. If a staff member is involved make sure you hear their side of the story. Once you have both the clients and your staff member’s version, you are in a better position to understand what when wrong and should be able to arrive a solution.
Is the client always right? No, not always, but the client is a source of income and should be handled repectfully. You may still lose the client, but you stand a better change of resolving the matter to both your satisfaction, by keeping clam and showing respect.
This not an easy thing to do, because the client shout at you, call you names, even swear at you. This may be inexcusable, but remember that a mistake has happened and your client is angry. Let them vent, keeping calm throughout so that you can get their side of the story. If you promise to get back to them at a certain time, do it even if you have nothing to report back.
Simple advise, follow it and the stink will quickly fade!
