We all know that in the world of business, you don’t want to take no for an answer. But, it’s inevitable that somewhere along the line, a client is going to give you negative feedback or just flat out say no. While it might not feel great to hear it, negative feedback can be a way for you to make progress and improvements in your agency operations.
So, rather than take it personally, how do you talk about negative feedback with clients in a positive way? Let’s break it down.
Take Ownership
One of the first things you should do when you receive negative feedback is acknowledge the client or prospect’s comments as valid. If you or your team has made an error or something has gone wrong in your process, take ownership of that issue. It is also very important to thank them for the feedback and express that they could be helping you create a solution to a problem you didn’t know you had. Tackling these issues head-on instead of failing to recognize they exist says a lot about your integrity and will help you win trust.
Make a Plan
Once you have shown that you understand there may be areas of your business that could use some tweaking or help, make a plan to show them how you will address the problem going forward. This shows the client or prospect that you are serious about making your business as successful as possible and that you want to learn from your mistakes. Having a concrete plan demonstrates that you will not allow the same mistake to happen again.
Show Your Plan
After you create your plan, get the client or prospect involved by showing them your proposed solution and asking for their thoughts. Not only is it great to show the proof that you’ve acted on their feedback, but it reinforces that you want them to be involved in the solution. This is an additional way to show that you keep your word and reinforces the trust you’re working to build in the relationship.
Update the Client
Don’t just stop at showing the client your plan. As you work to implement the solution you’ve created, give the client or prospect regular updates so they know you’re following through. Aim for weekly updates or getting in touch at major milestones within the plan timeline. Keeping them updated on what you’ve accomplished and what you’ve learned along the way can make a huge positive impact on your relationship, which, in turn, can lead to repeat business and better contracts.
The Bottom Line on Negative Feedback
By following these steps, you can help your business continue to grow even in the face of negative feedback. You can turn those clients who are on the fence into trusted clients who will continue to come back time and time again.
Want to Learn More?
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