Are hell customers or hell are we?
About once a year, a client happens to us, with whom we reach an incredible level of misunderstanding, swear and part with different levels of losses. It seems that we are making every effort to resolve the conflict, we try to understand, suggest options, but from the client’s side - deaf confusion, inadequacy, threats (gangsters, black PR), hysteria and ... yes, whatever.
In the conflict itself, we, of course, are white and fluffy and we could close the topic with a sense of self-righteousness and be comforted by the fact that the client, it turned out, was not ours - once a year, is it not so much?
But here's what was thought - how and why did the conflict happen? They began to analyze and that turned out to be: in all cases, the client grew dissatisfied with work (sometimes - in the case, sometimes - due to misunderstanding), but we did not know this and did not see when an explosion occurred, the situation was already in a critical state, credit trust is selected to the bottom and no chance to try to correct.
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That is, in our opinion, this is an exaggeration - not to give us a chance and to do without the last Chinese warning, or even not at all to tell you what it does not suit in our work. But we are all different people - is it not enough for what reasons does it happen? Another thing is that the manager had to clarify the understatement, correctly organize the work and control the degree of satisfaction. That is, this is a mistake in the managerial work - yes, there are clients with whom you have to be three times more careful: since we took up the project, you can’t say that this is not our client.
Colleagues, how are you? It happens? How to resolve and what conclusions do you do?
PS in all cases the client was a woman, either the owner or the manager. Coincidence?
PPS We are a web studio, 10 people.
In the conflict itself, we, of course, are white and fluffy and we could close the topic with a sense of self-righteousness and be comforted by the fact that the client, it turned out, was not ours - once a year, is it not so much?
But here's what was thought - how and why did the conflict happen? They began to analyze and that turned out to be: in all cases, the client grew dissatisfied with work (sometimes - in the case, sometimes - due to misunderstanding), but we did not know this and did not see when an explosion occurred, the situation was already in a critical state, credit trust is selected to the bottom and no chance to try to correct.
')
That is, in our opinion, this is an exaggeration - not to give us a chance and to do without the last Chinese warning, or even not at all to tell you what it does not suit in our work. But we are all different people - is it not enough for what reasons does it happen? Another thing is that the manager had to clarify the understatement, correctly organize the work and control the degree of satisfaction. That is, this is a mistake in the managerial work - yes, there are clients with whom you have to be three times more careful: since we took up the project, you can’t say that this is not our client.
Colleagues, how are you? It happens? How to resolve and what conclusions do you do?
PS in all cases the client was a woman, either the owner or the manager. Coincidence?
PPS We are a web studio, 10 people.
Source: https://habr.com/ru/post/170477/
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