How To Deal With An Unhappy Client
One of the hardest things for a coach faced with an unhappy client is to be “objective” about the situation. A lot of thoughts get in the way. In this episode, Amanda breaks down in two parts the actions that can be taken to move forward with a fruitful decision that is beneficial to both you as the coach and an unhappy client.
Mindset-clearing work
It is easy to fall into the trap of over-internalizing the situation, thinking that an unhappy client reflects negative abilities as a coach. There’s self-doubt and creating imagined scenarios related to dissatisfaction. This emotional response can cloud our judgment and hinder our ability to approach the situation objectively.
It is prudent to keep in my mind head on that we are capable of “self-coaching” to navigate the challenges of dealing with an unhappy client effectively when the situation presents itself.
- Step back, detach, and observe our thoughts and how we are responding to the situation.
- Write down all the thoughts that are coming into mind.
- Think through and separate mere thoughts from facts.
- Then ask “What am I making this mean right now about myself and about my business?”
- Now ask, “Is it the truth? Is it accurate?” Clearly it’s just one unhappy client and you may have dozens of amazing clients who’ve had success and.are happy with you.
- Self-assess and ask yourself, “Did I break rapport with my client somewhere within the process?”
After doing the internal work, seize the opportunity to begin the tactical steps to move forward.
Strategy
- Get everybody’s opinion on what’s right or wrong.
- Collect the facts. Start by taking a peek at your contract with them and things like them showing up or taking action which are their responsibilities to achieve the results they want from your program.
- Messages can be misconstrued. Be willing or take the initiative to hop on a call to clear thoughts and opinions.
- Be a great listener, someone without agenda, without being accusatory, or defensive.
- Now that you’ve heard them and you have cut through thoughts, create a resolution that is fair for you and the client. Ideally, both parties honor guarantees as necessary.
- Go back, audit, and ask,”Were there red flags that I overlooked?”
What this practice does is equip you better towards the qualification process of your future clients.
Conclusion:
There will be unhappy clients along the way but having put this episode out from my experience hopefully helps you in realizing that unhappy clients are part of your growth as a coach and as a business owner. And its not for you to have a reason to stop because in your heart to serve you know that with you, they have a major opportunity to have a breakthrough.
