How To Handle Monumental Screw Ups When They DO Happen
Posted March 23, 2009 in Business, How-To 18 Comments »
In a previous post on FreelanceFolder, Jon Phillips discussed steps you can take to avoid major problems before they happen. But, what do you do when they do happen?
Because let’s face it… problems WILL happen.
How you handle those situations can either make or break your relationship with that client. A poorly handled problem can cause you to loose the client and possibly more through word of mouth.
However, handling those problems with the coolness and professionalism of an airline pilot can actually improve your relationship with the client.
Below is a process I’ve come up with to help with those situations. While it won’t help in all situations, it’s been tried, tested, and works very well in most.
Stay Calm and Listen
The initial contact or conversation will set the tone for the rest of the scenario. So it’s important to stay cool, calm, and collected. Even if they’re upset, it’s up to you to keep the situation professional and civil.
The absolute worst thing you could do is be combative, defensive, or angry. This will only lead to an argument and in the end, even if you win the argument, you’ll loose the client.
You job during this initial contact is to listen, ask questions, and gather as many facts as you can.
Identify the problem
This may seem obvious… after all that’s why the client is calling you. However you’d be surprised about how many times you get off the phone and you still don’t know exactly what the problem is. So, it’s important that you identify with the client exactly what the problem or situation is.
Many times it helps to have the problem written down in an email. This not only provides you with a written record of what the issue, it also helps the client to actually think about the problem. Sometimes this extra step leads to the client answering their own question, so it’s always good to have them take that extra step.
Identify the best outcome
Unless it’s a major malfunction like a site outage or something obvious, make sure you clearly identify what the clients desired outcome will be.
Many times issues happen when there’s a mis-communication between you and the client, so it’s important to compare notes.
If the problem is because of initial content delivered to you was wrong, then that needs to be identified as well.
Fix the problem
Leaving a problem for later can be about the worst thing you can do. It’s important enough for them to call you, so do it… and do it NOW.
Immediate attention to a problem will instill trust and confidence. Ho-hum attitudes towards an issue will get you fired quicker than you can say “I was busy”.
Identify what went wrong
After the problem has been identified and fixed, it’s now time to take a look at what went wrong.
One of the key items to remember here is not to point fingers. Be analytical in what went wrong and if it’s something you did… own up to it.
If you admit your mistakes, you will get a gain much more respect by owning your mistakes instead of making excuses or pointing your finger at something else.
Prevent it from happening again
The final step to take is to put processes in place to help prevent these mistakes from happening again. Many situations and mistakes can be solved with the proper work flow processes in place.
One of the easiest ways to prevent many problems is to use a project management tool like Basecamp or Dot Project for communications, material delivery, and discussions pertaining to a project.
This not only keeps everything in a single location, it also helps keep everyone honest if problems arise.
How do you handle problems?
Like I said in the beginning, this is a tried and true method for business conflict resolution. However, it’s not a one-size-fits-all solution. So, how do you solve problems when they happen to you?
Image by Normann Copenhagen
About the author: Troy Peterson is a Web Operations Manager by day and a freelance Web Developer/Designer by night. He also owns Addoursearch.com and writes a blog at troypeterson.com
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18 Comments
Nikhil
March 23rd, 2009 at 2:24 pmNice Sequel ! !
Some points are really important…
GoEverywhere Team
March 23rd, 2009 at 2:39 pmIf I had to pull just one word of that article that would be the most powerful piece of advice: LISTEN.
As business owners, we really miss this point sometimes because of our tendency to be “proactive” and “solve” the problems. If we would only learn to listen a little better in the first place, we would find it much easier to simply discover the best solution that would keep the client on board.
That’s the best compliment we can give our clients: To actually hear what they are saying and respond accordingly…whether we really screwed something up or not.
Colin Wright
March 23rd, 2009 at 3:53 pmI second the notion that listening is by far the most important step, and in fact, sometimes it is the only necessary one. Everyone makes mistakes, but a lot of times a client will simply want to let off steam, make sure that you know about the mistake, and have someone sympathize with their situation. Even if you are not able to remedy the situation, listening and commiserating can do wonders.
Wellington Grey
March 23rd, 2009 at 4:17 pmGood points all, but I just want to point out that “Prevent it from happening again” is not always a good idea. Sure, it most cases there is some simple step that can be take to prevent disaster, and that should be done. But you really need to take a look at the cost-benefit analysis of additional steps that you want to add to your process. If the disaster is rare enough, and the preventative method costly enough it might be worth it to just let the occasional disaster happen.
Troy Peterson
March 23rd, 2009 at 4:41 pmGreat Comment Colin!
I agree that many just want to blow off steam.
The tricky part is getting them to blow off steam in a constructive way. Meaning sympathizing, listening, and helping them… but, not letting them walk all over you.
I typically group these into two parts… inanimate and personal keywords. If they’re saying something like “The way this is setup makes no sense to me” is an inanimate phrase and can be solved through training or a redesign.
on the other hand…
“What were YOU thinking… aren’t you supposed to be a designer?” is a personal phrase. This is where I draw the line.
(ps. I’ve never had a client say this, but a professor back in college did)
Barbara Ling, Virtual Coach
March 23rd, 2009 at 5:45 pmThis point:
So it’s important to stay cool, calm, and collected. Even if they’re upset, it’s up to you to keep the situation professional and civil.
So very very true. You can avert a lot of disasters that way….
crazywabbit
March 23rd, 2009 at 8:25 pmMy printers have screwed up more on me than ever. They always say sorry we will print again, but don’t know the impact it has on my end with clients.
Thiago Cavalcanti
March 23rd, 2009 at 11:51 pmThe REAL buster is when the client causes the problem, screwing up something which was just fine when you delivered it and they demand you fix it or “else” (read: they will spread bad things about you…)
Example:
1. Web Developer delivers website complying with specs agreed to by the client.
2. Two months later, client tries to add functionality previously non-existent on the site all by himself and fails horribly.
3. Client calls and ask you to fix “your” messy work.
4. You realise what your client was trying to do and offer to either return it to it’s previous state for free, or to add whatever is wanted through a new commission.
5. Client refuses to pay and threats to defame you and your business in your community.
What to do in such a case? Even though one may have a contract stating everything that was agreed to by both parties clearly, taking such cases to court can take a lot of time to have results and, in the meantime, what can one do about the negative publicity???
Torley
March 23rd, 2009 at 11:53 pmIt’s definitely important to declare in humble human language that you screwed up — not some highfalutin excuse that could’ve come from a pressdrone, but earnest, from-the-heart words that’ll translate into actions which show that you prove it.
If it’s a big, public screwup, not all your customers will believe you right there and then because of heated, maybe overwhelming emotions (of RAGE directed towards you). But over time, they’ll understand and even admire you… even if they don’t say it out loud unless the opportunity comes to ask.
Freelancer
March 24th, 2009 at 2:57 amHello Troy, its great to be in here and nice to read your thoughts, i really liked it ..nice tips..it will really helps freelancer to sort out their daily activities in their work style.. thanks again
Craig Scott
March 24th, 2009 at 5:40 amHaving worked in a callcentre before I’ve had to deal with more than my fair share of complaints. Whilst the advice above is good, every client is different and what may appease some will infuriate others! I’ve had people get even more annoyed at me because I was still speaking to them in a calm voice!
Pol93
October 22nd, 2009 at 8:23 pmTherefore, the driver must call MmGetMdlByteCount to verify the number of allocated bytes. ,
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