Once in a while you’re bound to run into a client who—for one reason or another—is unhappy and must be dealt with. In some cases, it may be the same customer who was once a prospect, and who was converted to client status at considerable cost and investment of time and resource. Is the customer “always right,” as the old adage states?

Maybe not always, but the reality is that for anyone to remain in business, the focus has to be on the customer, and a happy customer is a buying customer. Here are some strategies for dealing with the customer who has a legitimate complaint.

• Listen Well—You should, first of all listen with understanding and sympathy to their complaint. This diffuses anger and demonstrates your concern. Let them know you would like to help. The customer’s first impression of you is all important in gaining co-operation.
   
• No Excuses—No matter what or who caused the problem, never ever lay blame or make excuses for you or your company. Instead, take full responsibility and take the initiative to do whatever you can to solve the problem quickly.
   
• Restate the Problem—Let the client know you understand the problem by paraphrasing and restating the issue for them. Once they know that you “get it” they will be willing to work with you.
   
• Learn What the Client Wants—What does the customer see as the best resolution for this problem. Would they like a refund, credit, a discount, a replacement? Learning what they want will help you both work towards what they want rather than towards a solution they do not want.
   
• Propose a Solution—When the customer tells you what he or she wants, the solution is usually obvious. State your solution in a positive manner. If you are unable to comply with their exact wishes, propose something that approaches their solution as closely as possible.
   
• The Fair Alternative—If the customer does not like your solution, ask what they would consider a fair alternative. Never let a customer lose face. If you cannot meet their request, say so, but never say they are wrong, and never get into an argument with a customer.

It is vital to be considerate of the customer’s feelings and to always be courteous—especially with a customer that is upset. Sometimes the customer knows full well that there is nothing you can do, but they may simply need vent. All the customer really wants is someone to listen to them, and respect their point of view. Those are things that any good salesman should be willing to provide.