Dealing with Critical Clients

In business, it's truly inevitable that you will run into problems that result in critical clients. We've found there are two ways to handle a complaint or critical client as it relates to our agency:

1) Take the complaint or critical remark at face value and honestly inspect what is being complained about. Do not immediately push back with the client in an attempt to make yourself "right". Investigate to see if you made an error or one of your people made a mistake. If you discover that you have, fix it immediately and turn the complaint into an opportunity to expand and get better at what you do. Every critical client or complaint has an opportunity attached to it. If you can use the critical remarks to strengthen your company, then take advantage of it.

2) If the client seems to be the type that complains about everything or is just critical in general - burn them, in other words, resign them and fast. Don't keep critical clients around, they lower company morale which lowers production and therefore creates more problems for the company as a whole. We never keep clients that are critical and hurt the company morale. Only keep clients that are essentially working as a team with your company to solve problems together and are pleasant to deal with. I promise, this one rule will help expand your company tenfold.

No one likes getting complaints or dealing with a critic but if you apply the above two rules, you can turn both situations into an opportunity to expand your company. Give it a go.

- Robert Cornish
CEO, Richter10.2 Media Group