How to Respond to Angry Clients or Customers (Scripts!)

[@TaraWagner]

YOUR TURN: What’s a recent situation you’ve faced with an angry client or customer? Share your story below! P.S. Need more help building a biz that won’t burn you out? Check out my free training: xotara.us/training

[@TaraWagner]

@Mary Elizabeth Simpson Sorry I missed your comment Mary! We had some site issues earlier in the week but it's been resolved now. Have you been able to get what you were looking for?

[@felicityevans6754]

This was incredibly helpful and timely, thanks Tara!

[@TaraWagner]

I'm glad it was helpful! What was your biggest takeaway?

[@ladyflimflam]

Is there something wrong with your website? Every link I follow results in a server not found message. I’ve checked this with multiple browsers.

[@TaraWagner]

Thank you so much for your note. We are looking into this today and are hoping to have it resolved soon. Check back in later this afternoon please!

[@TaraWagner]

Hey there! Just checking in - were you able to access what you were looking for?

[@topher198133]

People should just quit being oversensitive and get a grip, most people are there to help the client.

[@TaraWagner]

In an ideal world, we'd all be rational people. But alas, we're humans. What's great is that the business owner who understands this can appeal to the human in front of them and make themselves stand out amongst their competitors.

[@summerwall6693]

My response: Hi Andrew, We value feedback and hear that you are not satisfied with timeline, costs, communication and quality of your project. As a General Contractor, we manage multiple trade contractors and are required to utilize licensed subcontractors (Electrical, Plumbing and HVAC) on all permitted projects like yours. Out of the 183 emails, plus texts and calls that we have shared, we will relook at our communication process to see how we can improve our process. We recognize that we had changes within our team during your project, which did not help with the project flow. We apologize that this experience did not meet your expectations.

[@TaraWagner]

I love that you addressed the client properly and also expressed ways that you can improve and resolve the issue. What was the response from the client?