As a small business owner, you already know that keeping your customers happy is key to your success. The thing is, it’s not always straightforward how to do this, and can get confusing and frustrating. It can be particularly tricky when you own a digital company because there are few face-to-face interactions. So what do you do? There’s a great article in Entrepreneur Magazine that outlines 3 steps to happier customers. Don’t just be friendly, be a friend. There’s nothing worse than a stiff, “reading off the script” tone when it comes to customer service responses. Have a personality and keep it light. Think about how you’d approach helping a friend, and apply that to how you … [Read more...]
How to Deal with an Angry Client
In a perfect world, everything would go smoothly and your clients would always be gushing over the incredible work you’ve seamlessly prepared for them. In the real world, you need to learn how to roll with the punches. Your clients aren’t always going to be happy, but handling those situations while maintaining client relationships (and your sanity) is part of running a business. So what do you do when a client confronts you? My number one rule is to stay calm and don’t get defensive. If you take the confrontation personally, you won’t listen to what the client is trying to tell you. You need to get to the heart of the problem and do what you can to fix it. For more tips on how to … [Read more...]