A few days ago, I had a little bit of a run-in with a client of mine about the timing of when I delivered her photos. As a reference, I’ve made it a practice to deliver my photos same day. I have a very efficient process with my team of editors and I’ve been able to deliver on this promise for many years. It’s actually one of the things that distinguishes my photography business in my marketplace. Anyway, it just so happened that for one of my more difficult clients, my editor missed the deadline. She was very upset because she’d always known me to meet this deadline promise, so she promised her clients that their listing would be up later that same day and of course, it was not. I apologized and told her that I would send her an email that she could pass along to the homeowners, so that they could see that it was me who missed the mark and not her. This seemed to address the situation, as my client just wanted to save face with her clients.
At some point, we’re all bound to have a run-in with a customer or two regarding a situation where we inadvertently botch things up which ends up affecting them negatively. All we can do is try our best to make it right. President John F. Kennedy once said, “A mistake is an error uncorrected.” So, I did some research on best practices for addressing client concerns that I’d like to share:
Hope this helps. I’d love to hear your own stories about how you’ve corrected issues with your own clients.