Customer not happy and going else where?

[Miss Chris]

What do you do when you get an email saying they are not happy and going else where?

Totally out of the blue, you have been waiting on them for weeks. You go out of your way to help and answer any questions they have. You go out to meet them everything seems fine.

Then because you are unable to do the Job now, today!! They say its not good enough and want to go else where? Be honest...

What would your response be?

 

[HazelC]

Go for a 'I am very sorry to hear this and I genuinely had no idea you felt this way. We did the best we could for you but I am sorry to hear you wish to go elsewhere'

Then remember it's like a relationship in your personal life - relationships will not always work, you may do things wrong, your partner may be thinking other things, etc BUT if once they have said that it's over that's really how they feel and you need to move on.

It sounds like this client caused you hassle so may I suggest you may in fact be better off without them? There's a rule about spending 80% of your time on 20% of your clients, and these are usually the lowest paying clients that need the most from you?

 

[Miss Chris]

To be perfectly honest with you it was sort of a weight lifted!

I know some customers want you to chase them, suggest you need them and cannot live without them and for me if a customer can say they want to go elsewhere it's a kind of attention seeking. I think they expect me to beg them to stay and cancel all work in order to get them in!!

But I have found in the past if you bend over backwards for them in the beginning! They always expect special treatment and the threat to go elsewhere is always there..

This Job has been on going for months literally back and forth with nothing secured then now they decide they want it they want it NOW!! I have no interest in their custom now to be honest. I do worry that these customers do go on to bad mouth our Business and make out it was our fault and we are useless rather than ever tell the actual story.

I absolutely love your reply suggestion Hazel. Thank you!

 

[Paul Norman]

You cannot, although you try, please every customer. In this instance you politely wish them well.

 

[FuturePro]

Its best to be gracious and its much less stressful. Remember there is always the next time. On many occasions we have won over clients who had "gone elsewhere" but have returned. Your competitor may well not deliver to their promise.
So I suggest a follow up email acknowledging you have not been unsuccessful on this occasion and asking to be considered next time. Remember people talk and decision makers change, so that next time can come around sooner than you think.

There is also learning too, what could you have done better? An honest appraisal can bring dividends for the next opportunity.

Best of luck and stick with it.