Have you ever wondered how a single moment of frustration could transform into a lifelong loyalty? In today’s episode, we’re diving into how to turn even the messiest client moments into opportunities to build trust and strengthen relationships.
(Yep, even when everything feels like it’s hitting the fan, there’s a way to turn it around!)
I’ll share the surprising power of the service recovery paradox, some real-life lessons (like the time I accidentally double-booked a wedding client—yikes!), and practical strategies you can start using today to handle client hiccups with confidence and grace.
Whether it’s a missed expectation or a full-blown mistake, how you handle it can make all the difference.
Click play to hear all of this and:
(00:00:00) The service recovery paradox and its impact on customer satisfaction
(00:02:29) The inevitability of client issues and the importance of response
(00:03:31) My 4-step framework for assessing client problems and mending relationships
(00:04:30) The first step in the framework is all about focusing on understanding the issue
(00:04:30) Step two is about evaluating the client relationship to determine if it’s worth salvaging
(00:04:30) Step three and the importance of setting clear expectations moving forward
(00:05:29) Step four and the power of trusting your gut in deciding whether to continue the client relationship
(00:06:24) My personal experience with a challenging client experience and the importance of making amends
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For full show notes, visit jasminestar.com/podcast/episode521
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