October 08, 2020

Preventing and Overcoming Disgruntled Clients #40

46 minutes

Preventing and Overcoming Disgruntled Clients (Online Trainer Show #40)

Quick question for you: Who thought to eat the first banana or find great artificial vanilla flavoring from a beaver’s behind? Asking for a friend. In addition to these deep philosophical questions, the OTS gang discusses how to address displeased clients. They share past work experiences, emphasize the importance of letting each client speak for themselves, and share the mindset needed to find success in business and life. On second thought, don’t answer that question—no one needs to know that.

In This Episode:

How to figure out if someone’s had a bad experience versus poor communication [13:57]
Jonathan shares a great example of how two people can have completely different perceptions of the same thing [18:30]
Ren outlines how online communication can lose nuance and blur intent that in-person communication doesn’t [21:11]
“Default to trust.” [23:01]
An example that teaches us to respond with curiosity [26:46]
Reasons that a customer would be upset [30:34]
Jonathan emphasizes the importance of letting each person define their version of a “win” [35:06]
How to avoid mismanaged expectations [37:33]
What Carolina did in her previous jobs to turn angry customers into a satisfied ones [38:33]
Don’t assume you know what the customer wants—just ask [43:55]

"The best thing to do when you receive a message that you deem as negative - respond with curiosity and default to good faith.” - Jonathan Goodman

He Said “K” Instead of “Okay”

Communicating through text may be convenient and quick, but so much context and nuance can be lost and cause miscommunication. With COVID forcing so much training online, some of that is inevitable, so always be sure to ask your clients for clarification. Better safe than sorry.

Default to Trust

The media shows us plenty of reasons to be distrustful and cynical of others’ intent, but in reality, most people lead with kindness. If a client sends a message that seems negative, don’t assume it was done with malicious intent. Instead, assume that they’ve had a bad week and are in serious need of kindness, then be that helping hand. Being optimistic is a better way to live.

The Client Defines The Win

As a coach, your #1 job is to understand what your client’s unique version of a “win” is. It may be tempting to let your own biases seep into their program, but if you stay humble and ask questions, your client will feel truly heard.

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