What do you do if your clients or customers are unhappy with your service?

Absolutely, actively listening to unhappy customers is crucial. It helps in understanding their concerns, demonstrating empathy, and gathering important information to address the issue effectively. Additionally, responding promptly and transparently, offering solutions, and following up to ensure satisfaction can further improve the situation and rebuild trust with the customer.

Guy stormed in about a bad speaker. I paused, listened (eye contact!), & learned the sound cut out. This let me offer a better solution - a higher-quality speaker (with a discount!). Takeaways: 1. Listen actively! 2. Don't jump to solutions. 3. Go beyond basic fixes.

Beyond just active listening when someone has already raised their concerns, ensure that you are checking-in frequently during the coaching engagement to ensure that your customer is getting what they need. By being proactive, you lower the risk of your customer becoming unhappy to begin with.

If clients or customers are unhappy with your service, prioritize communication and active listening to understand their concerns. Acknowledge their feedback and apologize for any shortcomings. Take swift action to rectify the issue, offering solutions or alternatives to address their needs. Implement measures to prevent similar issues in the future, such as process improvements or additional training. Maintain transparency and professionalism throughout the resolution process, aiming to restore trust and satisfaction. Follow up with clients to ensure their expectations are met and demonstrate your commitment to their satisfaction.

Visit the issue with curiosity. This is feed-forward and a different perspective might offer a growth opportunity for both of you.

Clients vent, you acknowledge. It doesn't mean agreeing with everything, but validating their feelings. A "sorry for the trouble" goes a long way. Owning the issue shows you care and want to keep them happy.

Listen, acknowledge, solve! (1) Listen actively (eye contact!). (2) Hear them out & acknowledge the problem (even if you disagree). "Sorry for the trouble" shows you care. (3) Offer solutions! Tailor them & give options to empower the client. Goal: fix the problem & keep them happy!

Co-create the solution. Be curious and involve your customer in the process (it was their lived experience after all that brought this to the surface). Also think going from micro to macro (how can this help in other ways?)

Listen, acknowledge, solve, then follow up! (1) Listen actively (eye contact!). (2) Hear them out & validate their feelings ("Sorry for the trouble"). (3) Offer tailored solutions & empower them with options. (4) Follow up to ensure satisfaction & gather feedback. This shows you care & helps prevent future issues.

Follow-up, yes, but intentionally. Consider what the agreement was about how you can assess that things are improving. How do you know this is working? Also, consider what a potential sponsor (if one exists) needs to know about this.

Consider keeping a journal about your growth as a leadership coach. Always through self-compassion, reflect on what this experience meant for you, how you became a better coach for your customers, and how you can share the learnings with others.

LISTEN, ACKNOWLEDGE, SOLVE, FOLLOW UP & LEARN! (1) Listen actively (eye contact!). (2) Hear them out & validate ("Sorry for the trouble"). (3) Offer tailored solutions & options. (4) Follow up to ensure satisfaction & gather feedback. (5) LEARN! Reflect & improve to prevent future issues. This builds trust & keeps clients happy!

Sometimes it's important to ask customers for real, constructive feedback and, above all, to listen. Remember that we're learning every day, so if it's too hard for us because of our ego or because we don't know which way to go, don't hesitate to call on an external coach to challenge us and help us improve.