We all make mistakes with clients sooner or later. I’ve found this sequence to help:
• Immediately apologize and show true remorse. If it wasn’t you, but an employee or subcontractor, it doesn’t matter, the buck stops with you. After acknowledgment and remorse comes atonement, below.
• Ask what you can do to make things better. Don’t offer solutions before you’ve asked your buyer for solutions.
• If appropriate, suspend the immediate project and give the buyer time to reflect.
• If appropriate, waive your fee (or return the fee) for that project. (A “credit” isn’t nearly as fair or effective.)
• Ask the buyer what happened when he or she made a mistake with one of their customers or clients. How did they handle it?
• Learn from the error: find the cause and prevent it in the future.
Throughout, practice empathy..Don’t use your perspective, put yourself in the buyer’s position,