Even with an exceptional client experience, subpar work can harm your long-term relationships. If you’re dealing with a dissatisfied client, here’s how you can win them back and rebuild trust.
First, always collect feedback. Whether positive or negative, knowing where your clients stand is crucial. Offer multiple channels for feedback (written, video, or even quick chats) and act fast to resolve concerns. If you’re unsure about how to collect feedback effectively, we’re here to help. Our team can guide you in setting up streamlined processes that make gathering and acting on feedback seamless.
Next, use the L.E.A.R.N. method, a time-tested approach for addressing client dissatisfaction, especially popular in hospitality but just as powerful in the creative space:
- Listen: Give your clients space to express their concerns fully. Let them feel heard without interruptions.
- Empathize: Understand their frustration and respond with genuine empathy—not just a generic response.
- Apologize: Own the situation and apologize using their own words to show you fully grasp what went wrong.
- Resolve: Quickly offer a clear, practical solution tailored to the specific issue.
- Notify: Keep your team in the loop and adjust your processes to prevent future hiccups.
At Kralisade & Co., we don’t just address client concerns in the moment. We systemize feedback—whether positive or negative—as part of a larger strategy to continuously improve our services and operational efficiency. By incorporating a feedback system, we use insights to enhance our processes, ensuring that every experience gets better, faster, and more tailored to your needs.
This is something we can help you systemize, too. Our team can create workflows that make it easy to collect, review, and act on client feedback, integrating improvements directly into your operations. This continuous loop of improvement helps you stay ahead of issues, improve service quality, and create a more efficient business, all while keeping client relationships strong. Follow up consistently with your clients to ensure satisfaction and show your commitment to improvement, making it more likely they’ll return for future projects.
At Kralisade & Co., we specialize in Creative Project & Client Operations Management. We help you streamline your workflows, manage client relationships, and handle all the behind-the-scenes work that allows you to stay lean while focusing on what really matters: delivering great work to your clients. With us, you get to work smarter, not harder.