35. Angry Clients? Here's How To Make Them Feel Better

We’ve been there - we’ve seen it all - we always talk about how GREAT our clients are, and yes - they’re AWESOME.

But sometimes it all goes sour, and being the client-facing piece to the marketing puzzle, we need to make sure we’re cool, calm and collected.

Clients will get angry, they will have issues— and here’s how you tackle them 👇

First - don’t puff up! Being defensive isn’t a good look. Just think, if you reverse the roles, would you like to be on the receiving end? We’re gonna say no.

Second - make sure you come prepared. Navigating angry clients can be uncomfortable, so get your ducks in a row, think before you speak, and make sure you hold your own.  You need a pep talk— you won’t be walked over and you know what to say.

Third - it has to go both ways. There is an ebb and flow to every relationship, you hear them and they hear you. And, if all goes according to plan, the conversation is mature and positive.  As Client Account Managers, we absorb this role, and usually, agency owners and team members are happy to let us do so.

So remember, you’ve got this. Tune into the full episode for all of our tricky client navigation tips and tricks!

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[ABOUT THIS PODCAST]

Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you, client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way.

Cheers, to happy clients.