When your client is angry at you.
Overview
Everyday work stress can make anyone boil over. Try not to take anything personally. It’s your job to find out why the client is unhappy and to remedy the situation. Never be defensive. Be proactive and constructive.
Hi <Client>,
I’m sorry you’re frustrated and I understand why you’re upset.
I intend to fully resolve this matter so we can move forward and continue a productive relationship.
I carefully absorbed what you said in your last email and propose the following:
<solution to the problem>.
Let’s talk more about my solution so we can move past this.
<You>
Notes & Strategy
Don’t be defensive.
Take at least 24 hours to absorb what the client is saying and evaluate how to respond.
Use language that makes the client know they’ve been heard, understood and seen.
Be objective: it’s your job to discover the root cause of what’s upsetting the client.
Is it something you did? If so, can you correct it quickly?
Take ownership of anything you did wrong and say plainly, “It won’t happen again.”
Don’t apologize profusely.
If it’s a miscommunication, work with the client to align future expectations.
You want your client to be confident that circumstances will change and you both can move past this.