The Web Design Business Kit Chapter 11 - Handle Client Complaints

When To Say “Sorry”

When do you say, "sorry"? Whenever your client wants you to, that's when!

Let's assume that you have redirected your client's emails to the wrong email address. The client rings you with the bad news. Do you say: "Well, there appear to have been some technical issues affecting the redirect. I've fixed them now and there shouldn't be any more problems." Or do you confess: "Thanks for letting me know. I'm terribly sorry but I've made an awful mistake and redirected your emails to the wrong address. It is my fault entirely. I'll fix it immediately. Is that OK with you?"

Clients know intuitively when you are trying to fool them, and they won't put up with it. Do it once, and you just might get away with it. Do it twice, and you're gone.

A friend of mine has a philosophy of never saying sorry. His theory is that to apologize is to admit liability, and being liable could lead to problems. However, most clients I've come across aren't out to bring your business to its knees. They, like you, are only human. They understand mistakes and they'll forgive your errors. If you fouled up, admit it.

You did it, so apologize sincerely and move on. Your honesty, integrity, and reputation are your three main assets. Once you've lost them, they're gone forever.

On The War Path

Imagine your clients become very aggressive and adversarial. What then?

I had this happen a while ago, and I dealt with it differently from the way I would have when I was first starting out in business. We run an honest, open, ethical, and decent business. We want to work with people in a cooperative and receptive way so that we can provide them with the best care. As I mentioned before, it becomes a bit of an art form to identify what prospects will be like to deal with as clients.

However, we simply won't deal with people who are abusive. We say to those clients, "Your behavior is inappropriate and I refuse to enter any dialogue concerning these issues. I will send you a refund cheque tomorrow. Goodbye."

Now I'm not 100% sure of the answer to the abusive clients question. Over the years, I've dealt with grumpy clients, upset clients, and very irate and aggressive clients. I've dealt with them in different situations and in different ways, mostly defusing the situation and resolving the issue.

I've seen the destructive impact that a very aggressive client can have. It's all negativity, lost focus, and apprehension. The relationship might go on, but the rules have changed and you're not working in a partnership anymore. It's usually an uncomfortable, touchy, and anxious period. If clients become aggressive, shouting and swearing, and they're no longer listening to you or being professional, then it's time to make a decision.

Do you want to work with these people? I would say no. Not just because of the deteriorated relationship, but because you deserve to expect a level of professionalism. Common decency should be inherent in all our relationships, to help us grow our businesses and grow as people. It's been my experience that abusive clients just aren't worth the time and hassle it takes to deal with them. Cut them loose and move on. It will be a short-term pain for a long-term gain.

Find the solution that works for you. This may not be the right strategy for everyone, but it's the right strategy for me at this point in my business. Indeed, business is about making money. Defusing aggressive clients so you can continue the business relationship can be a good way to maximize your income.

However, I think there's more to it than that. I want my business to be about cooperation, not confrontation. I want it to be mutually beneficial for my clients and myself. I want my team to enjoy their work. I can't meet any of these goals if I have abusive clients.

What If They're Wrong?

There will be times when your clients are wrong. They will be confused, completely bamboozled, mistaken, or just plain wrong! So, what do you say to clients who believe they are right, when they're obviously wrong?

You tell them they're wrong!

Do it with tact, do it with care—but tell them! Don't lie and tell them they're right. They're wrong, so let them know!

We had a client recently who wanted his Website edited. He gave me the site's domain name, but when I checked, it wasn't there. I went back to my client—he insisted that the domain name was correct, and that the site had been at that domain for five years. He also told me that the he'd never visited the site before.

I checked again and again. I checked .com, .net, .org, .tv. I tried everything. I did searches, I sent emails, but I couldn't find that site. I finally confirmed that the domain name had never been registered and was, in fact, available for registration.

I rang the client and faxed him through the confirmation that the name had never been registered. The client still insisted that I was wrong. "I don't know what you've done with the domain name!" he cried.

Now, while it's fine to tell the client tactfully that he's wrong, never, ever argue with him. He's a precious, precious part of your business. And you'll never win an argument with a client.

That's why I didn't say, "OK, you're wrong and I'm right. That isn't the domain name.
You're wrong!" I phrased it more gently. "It doesn't appear that this site is currently registered—here's the documentation to back that up. Our next options are this, this, and this."

I eventually managed to convince my client, with the documentation, that the domain name was not, and had never been, registered. Yes, I did tell him he was wrong, but only in the nicest possible way.

Key Points

• Your honesty, integrity and reputation are invaluable—don't lose them!
• Say “sorry” when your client wants you to.
• Cut loose abusive clients you can do without.
• Sometimes clients are wrong—break it to them gently.