Pause and take a collective exhale with me…
The presidential election is behind us. Now that the chaos is over, we can focus on what’s ahead. I’d suggest taking a little sage advice from those t-shirts we had in 2010 – “Keep Calm, and Carry On.”
With a new president in office, there are going to be plenty of big shifts for small businesses. Business owners are on all ends of the spectrum with their concerns about the economy, inflation, tax cuts, and more. Whether President Trump will be beneficial to those ends or not remains to be seen, though the stats show businesses are generally hopeful about the next year.
Whatever happens, I’ll be sure to keep you in the know on anything that affects your Austin business, like I do with all of my Hays County clients and contacts. We know the stress you’ve been under since 2020. Our goal is to relieve some of it.
My team and I here at Williamson Advisors PC want to help you with that.
Today, I’d like to talk about a simple method I’ve learned over the years for dealing with difficult customers during stressful times.
Because having happy clients means better business.
Dylan Williamson’s Method for Making Happy Clients in Stressful Situations
“Always forgive your enemies; nothing annoys them so much.” – Oscar Wilde
The holidays can bring out the best in people – but let’s be honest, it’s also the season when stress peaks and complaints surge. That’s especially true in business, where heightened expectations collide with holiday deadlines, packed schedules, and a touch of “I-need-it-now” urgency.
So, when things go sideways (and they will), you need a way to turn stressed customers into happy clients… and fast. Your Austin business depends on it.
You can let those situations unfold however they will, or you can prep your team to handle it like pros. Here’s a straightforward approach that we’ve seen turn countless upset customers into happy clients. We call it HEAR.
1) Hear the customer out (no interrupting)
Listen, really listen, and hold back on saying anything until the customer is finished expressing their frustrations. This is crucial, especially during the holidays, when tensions are already high.
For one, interrupting can come across as rude. You could potentially be pouring gas on the fire. Second, it’s inefficient. When people are upset, they rehearse their words internally. Interrupt, and they’ll circle back and start again – making the whole exchange even longer. It could even cost you the opportunity to salvage the situation and make them happy clients again.
Holiday Tip: If the customer’s really heated, a quick “I hear you” can sometimes help them regroup and cool off. Otherwise, keep quiet and let them get it all out.
2) Empathize and show you get it
Once they’re done, respond with empathy that mirrors their feelings. This isn’t about lip service; it’s about showing them you understand. Try, “I can see why you’d be frustrated; I would be, too, especially this time of year,” or, “I’m sorry this happened, especially with the holiday rush.” Empathy is key to making happy clients out of disgruntled ones.
Example: A client’s holiday order is delayed? Say something like, “I totally get how disappointing it is to wait for a gift, especially during the holidays. I’m sorry it didn’t go as planned.” A little validation goes a long way in showing them you’re on their side.
3) Ask “What can I do to make this right?”
Most of the time, the fix will be obvious – a refund, an expedited shipment, a quick replacement. But asking this question puts the control back in the customer’s hands and reassures them you’re willing to do what it takes.
Research shows that when asked for a preferred solution, customers often request less than companies expect to offer. That’s right – sometimes all they want is to know you care enough to ask.
Pro Tip: Approach this step with the right mindset: empathy first, fix second. You’re here to make it right, and they need to feel that to get back to being happy clients.
4) Resolve (unless it’s ridiculous) and do it now
If their request is reasonable, do it. Fast. If it’s more involved, give them a specific timeline for follow-up and stick to it. Customers need to know they’re not just a number in a busy season.
Studies show that a well-handled complaint can leave customers feeling better about your business than if nothing went wrong in the first place. Handle it right, and you could gain happy clients for life.
This holiday season, when things are already a bit crazy, equip your team with this simple, proven system. When they’re ready to HEAR and respond, you’ll see stressful interactions turn into opportunities – and maybe even a few holiday miracles.
When you put in place a regularized plan, good things happen. We’re here to help if we can. Let me know if you have any questions. Use this:
outlook.office.com/bookwithme/user/5d186d6995ac4f0e8d43cfcf2670285f%40redlineba.com
Helping you be well-equipped for the holidays,
Dylan Williamson