If you take responsibility, your relationship with him will be better. So I’m sorry they have a problem and tell them the solution. You can suggest resending the link to the site administration screen, providing password reset instructions, or testing whether it is the site causing the problem or a system only problem. As always, they listened to my instructions and everything worked well and happily. They didn’t think I was a fool because I took responsibility for the problem. They thought I was smart, they didn’t expect it, so I thought it was helpful because I knew how to fix it. Problem solving customers may be the most loyal customers. The
Please tell the customer what you are doing to solve the problem. Even if the customer’s problem cannot be fixed, it will help ensure that you are still working. If you know how to determine and solve the cause of the problem, or after completing the work of the problem every day, please send e-mail and progress report. Yes, I know. After taking the time to solve the problem, the last thing you want to do is take the time to enter a summary of the part to be solved. But trust me. It’s much less daring than answering angry people who don’t know what’s going on. The
If you have a large customer base and the problem affects all customers, you can post a twitter or blog post with updates. Although it seems too public, updating the status on twitter will improve the reputation. For example, if the server hosting the client site goes down, post a twitter to notify the client that you are working. This may seem like a very public admission of failure, but it will enhance the reputation of integrity and problem-solving. I did, and my customers responded very well. Ensure that customers who maintain an open line of communication know how to contact you when solving problems and how to identify problems. For each customer, there are email addresses in the file that are not related to the domain name I manage. You can also keep in touch if there is a problem with the domain. The
Progress updates are the best way to keep in touch with the client when resolving problems, but may take longer. If the client does not understand why things are not going well, or if you have very different expectations, you may need to meet in person. Hold a meeting as soon as possible to investigate what they expect and can be realistically and reasonably communicated, and seize the opportunity to find the best fit between the two. If necessary, please refer to the contract with the customer and summarize in writing the future agreements and what will happen. When things go wrong, I like to keep as much written communication as possible, as long as I can track the conversations between my customers and me. Therefore, it is helpful to send an email or phone confirmation after the meeting. It’s easy to forget what was discussed on the phone or two people have different memories. The
Learn from your mistakes and don’t have problems after you solve them. Here are some measures to prevent this client or other clients from having problems again: 1. take the time to check what is wrong and why. Please confirm how to avoid this happening again. 2. specify in the contract what to do for the client and what will happen if something goes wrong. From my experience, most of my angry negotiators are because they expect more from me than I do. If the client starts adding more deliverables to the project en route, it is ignored.
