E. Listen. And I can’t emphasize this enough. Shut up and listen. Sometimes we’re more focused on making a point than listening to what the client has to say. Particularly if there is a complaint about your service. Take a step back, count to ten and hear what the client is trying to tell you. It will make the difference between a happy client who has confidence in your abilities and someone who terminates your working relationship.
F. Empathize with your client. When a project goes wrong (as it invariably will from time to time) you need to put yourself in your prospect’s place.
G. Offer solutions. It’s not enough to just hear what your clients tell you. Be ready to offer solutions so that you can both move forward.
H. Be willing to compromise. The best solutions come about when both of you are willing to meet somewhere in the middle.
I .Take action. If you want to keep the account then you should be willing to put the solution into action sooner rather than later. This leaves the client with a sense of confidence in doing business with you. When there is a problem what people remember is how (and if) you handled it.