At some point in your career, you may come across someone who had a bad experience with your company. Perhaps they worked with your company in the past and were unhappy with the results, or had a negative customer experience that soured their opinion. In some cases, they may have even worked directly with you. When someone has a previous bad experience with you or your company, they may be hesitant to give you a second chance.
However, this doesn’t mean you have to say goodbye for good. With the right approach, you can work to win back a client after a bad experience.
Finding your balance
You’re proud of yourself, your coworkers, and the work you do, and it can be hard to hear that someone had a negative experience. It’s easy to feel defensive when someone voices their concerns or to dismiss the client as simply high-maintenance, especially if you don’t necessarily agree with their complaints. However, it’s important to approach a client’s negative claims with rationality and calmness. You should not immediately go on the defense when trying to address an issue.
It’s worth noting, though, that you shouldn’t resort to being overly apologetic, either. This can come across as insincere or desperate. Additionally, you don’t want to constantly remind your former client of why they left in the first place. To win someone back, you want to strike the perfect balance between addressing the issue and showing your confidence that you can fix the problem.
Learn more about their negative experience
When working to win back a client who had a bad experience, listening and learning is key. If someone expresses anger, dissatisfaction, or disappointment, try to find out why they are feeling that way. Learn as many details as you can about what went wrong with their last experience, and try to find out the root of their concerns. By listening thoughtfully to their opinions, you can learn what caused them to feel unhappy with your services and then take deliberate steps to address their specific problem.
Listening to feedback is also an excellent way to improve your sales technique, as it gives you insights into potential problems and your client’s needs.
To get a former client to give you a second chance, show that you are empathetic to their concerns. You can show your empathy by asking questions about their experience, listening to their needs for the future, and voicing that you understand that they are unhappy. Really put yourself in their shoes to understand what went wrong, and think about how you might feel in their place.
Promptly address the issue at hand
Once you’ve identified the reason for a client’s unhappiness, take immediate action. Learning about their concerns is incredibly important, but you still have work to do. Whether you come up with a solution on your own and through conversation with your client, make sure that the solution is quickly and efficiently implemented. This shows that you’re willing to address their concerns, and that you’ve listened to their concerns and feedback.