Disagreements Will Happen
Your MSP marketing department will likely run into situations where unhappy clients decide to criticize with an unnecessary level of harshness. Sometimes, they’re even right, which is the absolute worst-case scenario. This will, also, give latitude for the person being upbraided to hand the issue off to someone with enough authority to meet client demands. Regardless of how severe a client’s annoyance is, there are ways to assuage the situation and leave them happy. Four techniques to affect this include the following:
- Ensure you listen closely
- Don’t rush things
- Strive for de-escalation
- Search for truth and cling to It
Ensure You Listen Closely
They say the devil’s in the details, and this is very true in terms of customer service. Oftentimes, some small feature of a client’s ire acts like a customer service splinter needing removal. For example, it’s not unknown for a client to misunderstand some basic aspect of functionality for a reason as simple as a misread word. Listen actively to determine what the true issue is and whether a client’s anger is justified or misplaced.
Don’t Rush Things
Disagreements are uncomfortable, but trying to rush a fix only compounds issues. When people are heated in an emotionally impacting way, you must take your time and ensure all angles are covered before you consider an issue resolved.
Strive For De-escalation
One tactic you’ll want to employ involves reducing emotional ire (or tactical ire) at the core of a client’s disagreement. Here’s what you should never do: don’t tell the client to “dial it back” or “calm down”. Think about yourself when you’ve been angry. When someone told you to calm down, did it make you want to calm down or tackle that person? With MSP marketing, misunderstandings are often going to be the root of dissatisfaction. What you want to do is let the angry client wind themselves down and see how ridiculous their anger seems. Be understanding; maybe relay a situation where you were in a similar position. A person who’s mercifully shown the error in their thinking is likely to be penitent and even loyal if you demonstrate just where they were erroneous and are able to realize how unreasonable they were being. Also, sometimes they’re right and have a legitimate reason for being unhappy. If you’re striving to de-escalate, that clears the air, allowing you to pin down the issue.
Search For Truth and Cling to It
Sometimes, the kernel of truth you find is one of those devilish details like a misspelled word. Sometimes, it turns out an error was made by one of your techs or salespeople. Whatever the case, this is the “eye” of the dissatisfaction storm you’re in the midst of. Reaching it allows you to see where it came from, where it’s going, and what kind of fixes, if any, are the best to pursue.
More Satisfied Customers and Staff
Last but not least, when your MSP marketing employs these strategies, it doesn’t just make clients more satisfied, it enables your staff to function better. You might want to have a training course in de-escalation to help everyone get on the same page.