Remember the saying, “The customer is always right”? This old guide has been around for over a century (since 1909, specifically).
In theory, the phrase sounds like it makes sense, especially in professional services. You want to cultivate a reputation for excellent customer service, so you do whatever you can to please your clients. But what happens when they’re not right, and you can’t, in good conscience, appease them?
The result is a conflict that needs a professionally handled resolution. Yet, conflict, by nature, is emotionally charged, and handling it is an art form not everyone has mastered. Before you lose a client — and, possibly, your good reputation — due to a client disagreement, use these tips to master the art of conflict resolution in your client relationships.
1. Don’t Take It Personal
This tip can be challenging, particularly when it seems like the client has an issue with your skills or abilities. But in most situations, another person’s concerns are rooted in previous experiences that had nothing to do with you.
Try to take a step back from feeling insulted and look at this conflict as a way to get to know this client on a deeper level and, hopefully, forge a stronger connection with them in the future.
2. Communicate
Just as the conflict is likely not an attack against you personally, so is the problem likely to be resolved with proper communication. Because of the changes in the methods we use to communicate today, it’s easy to upset someone due to how they read or hear our words.
If it seems like you’re at an impasse via email or text, stop the discussion and let your next message be a request for a phone call or in-person meeting to work out the ambiguity and resolve the miscommunication.
3. Develop Clear Processes
Another popular quote says, “An ounce of prevention is worth a pound of cure.” In the business world, this can be summarized as, “If your processes are clearly stated, you can avoid most problems in the first place.”
Review your client interaction protocols. What happens at each stage of the relationship? What needs to be made more clear to avoid common areas of confusion? For example, when your clients leave a message, do they know when they can expect to hear back from you? What are your invoicing processes, and what happens if someone is late paying?
Most of these concerns are addressed with the right client management software. Walk through each step of consumer interactions and try to predict areas that might lead to conflict. Develop a clear protocol and integrate it into your CRM. (This article by Accelo reviews a list of the best CRMs for consultants.)
4. Learn to Listen
Think about how you respond when the person you’re conversing with is speaking. Are you actively listening to the words, tone, and body language they’re displaying, or are you waiting for the right time to interject with a response?
Your clients often recognize when they’re not being “heard.” They want to know that you understand their needs and are ready and willing to address the issues.
With so many “fake” professionals in today’s society, your active listening skills must be legitimate. Keep monitoring your behavior as you talk to everyone around you, and practice listening to hear the other person rather than waiting to reply. This art isn’t easily mastered, but with repetition, you can recognize when you’re truly listening and empathizing.
5. Collaborate
The last but not least tip in conflict resolution is to be open to collaboration. Your way may be the only way you think is correct, but it may not be the only possible solution.
If your client’s suggestions permit you to maintain your professionalism and integrity, consider finding ways to integrate them into your steps. Let the client know of any obstacles you can see happening with their solutions and the potential downfalls that may occur. Together, you may be able to collaborate and come to an agreement.
Sometimes, there is no way to compromise. If the client is determined that their way is the best and they’re the only ones who would be hurt if the outcome doesn’t work out, you can choose to get the terms in writing and move forward with their solutions or politely suggest they find another professional to work with.
Conclusion
As with any relationship, working with a client long-term isn’t always smooth sailing. When conflicts occur, it’s up to you to maintain your professionalism and work towards a resolution. With these five tips, you’ll learn how to prevent and handle disagreements to ensure your reputation thrives.
