From Enraged to Engaged: Working With an Angry Client

While Jim was on vacation, his company shipped an incorrect order to his client, John Reynolds. As soon as he heard the bad news, Jim called immediately. Here's an excerpt from that phone call:

"My warehouse people had to work overtime! I had to reorder. Pay rush charges! I'm up to my ears in paperwork all because you people can't handle a simple order."

     "Now John .  .  . John -"

     "What a mess! I don't think we'll ever get this thing straightened out. How could you guys do this to me? We've been doing business for years!"

     "John, you have every right to be angry."

     "Angry! You haven't seen angry, Jim. How am I going to make up all this lost business? Where do you think my customers are going while we get this worked out? When did you start working for my competitors?"

  "John, as you said, we've done business for a long time. We'll help in every way we can. We'll make this right. Just give me -

"And another thing!  My boss is on my back now. I look like a screw-up. Who's going to help me with that!?"

Every salesperson knows the helpless feeling that comes from dealing with an implacable or unrelenting customer. Despite Jim's best Q4 efforts, he is unable to increase John's receptivity or get him involved and cooperating. What should Jim do?

Take a few moments to consider your answer. Then, compare your thoughts with the answer we provide by clicking the Q4 icon.

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