I recently attended an event for one of my biz buddies, Britt Seva - a stellar business coach for hairstylists, called Thrivers Live. One thing that really resonated with me that one of the speakers spoke about was having EMPATHY in how you handle the clients in your business. 

When a client gets unhappy - It’s usually caused by two factors - either they don't like the results, OR they didn’t  like the experience. Depending on their comfort level of communicating with the business on their undesired results or experience will determine how they feel they can be heard. Sometimes that means contacting you and giving you the opportunity to fix the error and sometimes that means putting you on blast online by way of a bad review and telling anyone who will listen about their results/experience.

It’s totally normal when we feel like somebody's upset with us or we feel threatened to go on the defensive and try to protect ourselves by making the client out to be wrong or that we’re the wronged party - but this approach to running your business doesn’t solve anything - and often times ends up back firing on you and your business. So today's episode is really going to give you a different perspective that I wanted to offer you on handling upset clients - and that is by using empathy.

 

Episode Highlights:

[3:41] What is empathy?

[5:14] The downward spiral that can happen when you get a negative review.

[8:17] The perspective shift that is a game-changer in how to handle upset clients.