Ask an expert

Q What’s the best way to respond to an angry client?

A Unhappy clients will not always tell you they have a problem; they simply move their business elsewhere. So, if a client gives you a chance to repair a bad situation, take it. Here are a few tips to keep your business relationships from going bad — and rescue those that have started to sour:

Extend a peace offering. Don’t succumb to the temptation to avoid clients when hard feelings are present. Offer an apology and make things right with a gesture as simple as a handwritten note, refund or coupon.

Don’t strike back. Your first reaction may be to explain why you are right or why the client is over-reacting. But your chances of keeping that client are much greater if you instead work toward a resolution. Smile, take responsibility (even if you haven’t done anything wrong) and offer solutions.

Listen. Clients will listen to reason if you respectfully listen to what they have to say first. Knowing that you are truly listening to their concerns can make clients agree with your suggestions much more quickly.

Have a standard service protocol. Creating standards,procedures and methods of dealing with clients and servicing their needs can really help. Effectively resolving problems with clients makes them more loyal because they see you care about their business.

Get feedback. Ask what you can do better or how you can improve. And when a problem has been solved, ask if you handled it to their satisfaction or if there is anything they would like you to have done differently.

Maribeth Kuzmeski is author of The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients for Life