Dealing with an Unhappy Client, guest article by Alyssa Gregory
of Virtual Assistant Hub

We don’t want to think that we will ever have a client who is less-than-thrilled with our work, but it can happen. Here’s how to deal with it.

Whether it’s from a rare episode of poor work quality or if you’re just having an off day all around, there may come a time when a client calls or emails you with a complaint. Part of being a professional is recognizing the situation and making it better. Here are some easy ways to do that.

Address It

The worst thing you can do is ignore an unhappy client. Ask him or her why he or she is unhappy and what you can do to fix the situation. The longer you wait to bring it up, the worse it can get.

Own Up to It

No one wants to admit you were wrong, but if you were, your willingness to face it head-on will tell the client you care about the project and his or her satisfaction. Accountability is vital.

Fix It

If the issue is unsatisfactory work, do it again and fix the problem. This is the easiest and quickest way to make an unhappy client happy again.

Talk About It

Many problems stem from miss-communications and can be corrected with effort. If you have been handling everything via email, schedule a phone call to see if you can get things cleared up voice-to-voice.

If All Else Fails…

If you’ve done everything you can, but the client is still not satisfied, it may be time to part ways. Be honest, direct and professional.

One way to end a client relationship is by recommending them to another VA who may be able to help them better than you can. This supports someone you respect, gives the client what he or she wants and gets you out of a frustrating situation. It’s a win-win.

by Alyssa Gregory of Virtual Assistant Hub on 29-Dec-2009

Thanks, Alyssa. Very good advice. There are going to be some clients, at least occasionally, that are just a “poor fit”, as well. I have mostly clients I would work with for free if I won the lottery tomorrow, BUT have had a couple of people I just could not seem to work with, no matter what I did. I did as you suggest and found another Virtual Assistant who better suited these personalities and was happy to let go of the stress for both myself AND the unhappy clients.

I take pride in my work and in doing the very best job I can and when I do not feel I am able to deliver this, it is time to move on. I have had mostly happy clients and prefer to keep it that way.

Remember, I am a Virtual Assistant who LOVES to do editing, proofreading and transcription assignments!

Jan Tallent
Tallent Agency Virtual Assistance

573-775-4520 jan@tallentagency.com

Getting Clients – How to Pull Clients To You

Small Businesses that get clients contacting and reaching out to them find major success. When clients call you, it saves you a lot of effort, plus it allows you increase your pricing due to your demand. Nothing creates success like success. Let’s talk about how to PULL clients to you.

Network
It’s likely that your business is not the only one that a certain client uses. For example, someone hiring a web designer may also need a content writer. Certain fields go hand in hand. Start a Rolodex and put together a network of partnerships to serve clients. They will be very grateful for the referral.

Spread the Wealth
You have a lot of knowledge about your niche. Take the time to give out free information that will prove helpful to current and future clients. Write a newsletter or ezine.

Be of Service
When people are looking for a solution to their problem, they want to know what you can do for them. Focus on service and don’t publicize your needs.

Be a Good Listener
Yes, this works for your business relationships just like it works for personal relationships. Be aware of what is happening with the client at the time of the project. Listen closely, because sometimes people can’t communicate exactly what they need.

Call Them to Action
Getting potential clients to read marketing material is only half the battle. You need to get them to contact you. Be clear about what you want potential clients to do. Give them a “call to action.” Make sure your “call to action” is visible on every page of marketing material.

Jennifer Davey is a Small Business Coach and Marketing Strategist. Jennifer coaches small businesses, self employed professionals, and solopreneurs in strategies for getting clients and making more income. Jennifer can help you implement a successful and easy to repeat marketing program that will attract clients. Contact Jennifer and set up a time discuss your struggles with getting clients and making more income.

Learn what you need to know to get clients, by reading Jennifer’s FREE report “What You Need to Know to Be Successful at Getting Clients”, available at Free-Marketing-Tips http://jjscoaching.com/free-marketing-tips/

P.S. I “met” Jennifer in one of our mutual discussion lists on LinkedIn which is an awesome site for professionals to find like-minded and valuable peers to connect to and network with.

You can also follow Jennifer on Twitter .