Despite your best intentions, you may sometimes have run-ins with unhappy customers. A promo order may be running late, products may be back ordered, or you may have to explain a price increase. While it’s never easy to break difficult news to clients, you can approach the situation in a polite and diplomatic manner.

A post on the HelpDesk blog says that communicating properly can make or break your business, directly influencing brand reputation. Instead of delaying your response to angry calls or emails, collaborate with your clients and aim to overperform to win back their trust and save the relationship.

In this issue of PromoPro Daily, we cover some actionable ways mentioned on the HelpDesk blog that help you deliver disappointing news to clients.

Be proactive. If there’s an error in a client’s promo order, this can have big consequences for their business. As soon as you know there’s a problem, the post says you should communicate the information to your clients. Don’t wait for them to notice the issue or hear about it from one of their customers. The post advises letting them know there’s a problem and a fix is on the way.

Don’t sugarcoat the issue. You should always be clear when delivering bad news. The post says that some companies try to soften the news and save face by not disclosing all the details. If you’re too vague, you’re leaving your clients in the dark, which can potentially anger them even further. Tell them what’s going on and the steps you’ve taken to prevent the issue from happening again.

Provide a solution. What’s the plan moving forward? Do you have a workaround? Whenever possible, the post recommends talking to the client over the phone rather than over email. This adds personality and credibility and helps clients feel like they’re not left to deal with the problem on their own.

Prepare with additional answers. Your clients will probably have many questions, and your job is to provide them with as many answers as soon as possible. Put yourself in the client’s shoes, the post says. Think about what questions you would have in their situation and then do your research to prepare a response for those questions.

Take responsibility. Don’t point fingers at your partners or suppliers, and don’t blame the client. The post says it’s important for customers to see a brand that’s responsible for its own outcomes.

Follow up on the progress. Even if you don’t know when the issue will be fully resolved, stay in contact with the client. The post recommends sending a follow-up email a day or two after the initial conversation, explaining the progress you’ve made with the situation. Make the client feel like your top priority.

Even when a situation feels especially stressful, correct communication can help you address the problem and maintain your business relationships. When you’re the bearer of bad news, remember to be proactive, be clear and always follow up.

Compiled by Audrey Sellers
Source: The HelpDesk blog. HelpDesk is an IT ticketing system that can help structure and simplify daily support tasks.