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I am the proud owner of The Web Design Business kit by Brendon Sinclair. I must say that for any design firm owner or freelancer, the kit is well worth its cost. This evening I was reading through a section again with my trusty highlighter and pen and came across a great point that I wanted to talk about here.

This is the quote that got me (of course it was in huge bold text).

What a wonderful point this is. Although complaining clients bruise our egos and sometimes leave us dumbfounded, if you handle the complaint correctly they can also become one of your greatest clients.

I honestly can’t count the number of times I’ve read in forums of people giving advice to others of leaving a client that is hard to get along with or one who is constantly complaining. Don’t get me wrong. There are times where you should run for the hills! However, avoiding every complaining client will get you in the same spot as most businesses that open. That is… closed.

The first key to handling your clients complaints is understanding exactly what it is they are complaining about. There may be a weeks worth of frustration piled on top of their complaint. Get to the root of what exactly it is that they feel you are failing at.

It’s easy to fall into the trap of being offended but take time to take a breath and listen. Are you hearing the complaint on the phone? If so, stand up! You probably would not believe the difference it makes actually standing up and speaking to your client. In most cases it will actually straighten out your posture and open up your airways. Did you know that your voice is responsible for 38% of the impression that you make on people?

After you understand exactly what the complaint is, apologize. That’s right! Say, “I’m sorry.” In another portion Brendon answers the question, “When do you apologize?” Whenever your client wants you to! Anybody married man knows that sometimes you apologize for things that you don’t even know about to keep your wife happy. Well, think of your clients in the same way. You don’t want your clients divorcing you, do you?

Now that we’ve apologized, deliver a solution to the problem. If a form isn’t being processed correctly, apologize and offer a solution to make it work. This is the point where you begin to make the complaint your friend. Offering a solution and getting your client to agree on that solution will not only resolve the complaint but it will actually make your client trust you more! In a short period of time you can go from being the cancer of the web design world to the hero.

Last but not least, do not forget to follow up. Make sure you give the client a call to make sure that everything is working and that their complaint is taken care of. Taking these steps will help you build your web design business and take it to the next level. Learn to love (and handle) the complaints. Your business will blossom and your clients will refer more and more often.

Have a great one!
Vernon