It’s not personal…. It’s strictly business.
Are you hearing this from your clients? If so then what is your response? Do you wimp out and just go away or do you fix the problem?
This well known phrase from the Godfather (It’s not personal, Sonny. It’s strictly business.) can be a chilling thing to hear from a client. The good news is you can turn this negative into a positive and gather valuable information. It’s possible your other clients are having a similar issue but are not telling you. A client will usually not let you know when they are soured on the relationship they usually just go away, leaving you with no information you can use to ensure you never make the mistake you made with them again. (Marketing is also about the clients experience with your company.)
Just by asking these two simple questions you may be able to turn a bad situation around. Ask the questions and then stop talking and start listening. Also, it’s better to ask them in person if possible. The questions are simple but many will not take this important step.
I want to earn your business back and I want to fix this, can you tell me what happened and please be blunt?
You want to know what happened and you don’t want them to spare your feelings. Let them know you want it all. The good, the bad and the ugly.
Just by asking this question you’re showing the client that you really do care about the situation and that you’re going to take care of it personally and fast. Make sure it gets one hundred percent attention and do your best to resolve it in their favor. Yes, I said it in their favor. After all you know its always cost more to get a new client then to keep one.
When I fix the, (state the entire problem back to them to make sure it’s the right one.), would you consider still doing business with us?
Notice I did not say if I fix the problem? You have to do everything you can to fix the problem. If it’s a problem you or your employees created then most times it can be fixed. If you can keep the client in the loop while your fixing it then do so.
If you’re still speaking with them then it’s a good sign. There might have been a misunderstanding and they are willing to give you a second chance. Don’t count on that. Count on them leaving you so you don’t get lazy about solving the problem.
But for “the glass is half empty” people out there. What if they will not answer the questions? Most will answer but if not then all you can really do is trace your steps to try to find out what went wrong. Thank them for their business and wish them well. After a few weeks have gone by give them a call to see how they are doing and then try to ask the questions again. Keep in touch with the client and try to resurrect the relationship later down the road.


