Response, not Bad News, is What Loses Clients
Had the spa explained that what she (the previous client) was asking for was not in the time budget but they would be more than happy to accommodate her later, things probably would have been fine and they would have managed to keep me as a client. However, you can rest assured I will not be going back.
My point is this. Try with everything you have to keep your word. And when circumstances prevent you from keeping your word, be contrite and solution-focused. The question at the top of your mind should be, “How can I make this better for my client?” Then ask the client that question and, whenever possible, do it.
Even if it costs you a little money in overtime or overnight shipping, do whatever you can to keep loyal customers loyal. They are beyond valuable to you today, more so than ever.
Have you ever had a situation where you have had to deliver bad news? I’m sure we’d all like to hear about it, and any special finesse that you used. Lemme hear it!
Blogger, author, consultant, coach and all around evangelist for the graphic arts industry, Kelly sold digital printing for 15 years so she understands the challenges, frustrations and pitfalls of building a successful sales practice. Her mission is to help printers of all sizes sell more stuff. Kelly's areas of focus include sales and marketing coaching, enabling clients to find engagement strategies that work for them and mentoring the next generation of sales superstars.
Kelly graduated from the University of Michigan with a degree in Political Science and, among other notable accomplishments, co-founded the Windy City Rollers, a professional women's roller derby league. She is also the mother of two sets of twins under the age of ten, so she fears nothing.