How to resolve a conflict with a client. How to solve a situation with an unhappy customer. Who needs it, he will wait

Do such clients come to your pharmacy that you do not want to see at all? From whom do you want to hide and never communicate with them? People who can cheer everyone up with their behavior, or "fighters for justice" - in general, where they are, there is a scandal. "Lord, why do I need it?" - if this thought has visited you at least once when communicating with a conflicting client, then this article is for you. Here we will not analyze the philosophy of the conflict, because what is the philosophy, if here he is - he came to the pharmacy and is already on edge. We need a specific model of behavior that works in dealing with conflicting clients. We are responsible only for ourselves. If only we could change the whole world! And especially some people around us .. But, unfortunately or fortunately, we can only influence own thoughts, feelings and actions. We are who we are, and the other person is who he is. This is neither good nor bad. This is true. He's just different. Perhaps he has a lot of life reasons for this. This is the first important knowledge that needs to be remembered when communicating, in which a conflict is planned or took place. Simply by accepting the behavior of the other, the assessment, you will be filled with calmness and strength for further dialogue. Step by step So here he is. You can hear it from the doorstep of the pharmacy. He, out of the blue, came to punish. The target of his lightning bolts is, of course, you, but queues may also fall. The author of the article witnessed an amazing scene when the pharmacist, already at this stage, superbly relieved the client's tension with the following phrase: Dear, we have a live queue here, everyone needs help; you take a turn, come up to me - and I will listen to you attentively. A miracle happened - the discharges of thunder suddenly dried up and turned into an ordinary person who calmly stood in a long line and became silent. The key word for him was "I will listen." 1. I am listening to you When communicating with a conflicting client, you probably noticed that it is useless to shout down or over-argue with him. Moreover, if you try, it will only add fuel to the fire. That's right - no attempt is needed. Just listen carefully to the client, be sure to use active listening techniques (head nods, small clarifications - after all, the situation he describes can look quite confusing). Give him time to "blow off steam", to speak out. Look at the client, he should see that you are listening to him. But look without judgment, but with a desire to understand the situation in which he finds himself. This process usually takes about 2 minutes. If the client has started repeating itself in history, go to step 2. 2. I understand you If you have a pressure cooker at home, then you know that before you open it, you need to let off steam from the valve. But when you open it, the saucepan and everything in it is still very hot. Likewise, our client - he can again enter the boiling point if we do not let him know that we absolutely understood his situation and are ready to solve it with him. You can start your phrase with the words: Did I understand you correctly that ... Let me repeat the situation ... Let me clarify some points to clarify the situation ... And then you repeat the meaning of what happened in your own words, clearing it like a diamond from unnecessary details, judgments and references that the client might have mentioned. Only the essence. For example: Do I understand correctly that 3 days ago you bought a tonometer N from us, started using it, and something happened to it, it does not work? Usually, after such a phrase, the client exhales: YES. The cooling process has begun. If your client has done so, proceed to the next step. 3. I sympathize Yes, I agree, the situation is not very pleasant ... A phrase that we still rarely hear in stores if we ourselves act as customers. A phrase that exposes our humanity to others shows our level of empathy and understanding for the other. In situations of working with a conflicting client, this is one of the very subtle points: if there is no such phrase, the conflict can resume at any step. If it sounds - with a full-fledged intonation accompaniment of complete sincerity, expect a quick victory! And go to the next step, because now - after the client has been listened to, understood and accepted by his heart, he is ready to listen and understand you. 4. I know the reasons and I can answer for them Each of us enjoys mobile communication... But the technique is not perfect, and each of us sometimes could not get through - "the network is busy." And if you called the support service, you probably heard a similar phrase from the operators: Unfortunately, on this moment the network crashed, there were technical problems. On behalf of the Company and on my own behalf, I apologize to you ... At the 4th step, it is important to explain to the client the reasons for the situation (defective batch, lack of goods in stock, possible breakdowns) and, if this is really our fault, apologize. It is imperative to do this, and right now. Before this step - early, then it will be late. If we are not guilty in the current situation, in no case should we apologize. When explaining the reasons, do not go into too much detail if the situation does not require it - describe it in general, and do not blame the client if he suddenly caused the poor tonometer to break down. Often all complex issues with equipment occur because people do not know how to use them. It is important to take 1-2 minutes and explain the nuances when selling the device, than create yourself or your colleagues a chance to spend 15-20 minutes working with a conflicting client. 5. Action plan Without unnecessary pauses, explain to the client what you (yourself, you and the client) will do to resolve the situation as quickly as possible. Be specific, precise, confident. If this warranty repair equipment - explain to the client how to act, help to get through to the office and specify, for example, the opening hours service center... If this is a replacement for any product - explain when, where and how it will happen (if possible, replace it yourself, here). If the product / drug was purchased by mistake and cannot be replaced (customer's fault) - very politely explain to the customer the reasons for the non-return. If necessary, repeat them, but without changing the benevolent facial expression and polite intonation, and without the phrase "I repeat to you again" - this is a phrase-killer of your previous efforts. Instead, empathize with the client again. 6. Prevention of "conflict diseases" The client will be grateful to you if you tell him how to make sure that such situations do not recur. After all, he was worried, went to you, worried, and does not want all this to happen again. For example, if it turns out that a client mistakenly bought the wrong drug, then you can agree with him that next time he will definitely show you the doctor's prescription. This will help you make the client happier and more confident that they are truly being cared for. That's all. The conflict is settled and almost forgotten. Sometimes the client is left with a feeling of embarrassment for being so ugly at first. That is why you need him 7. Thank you Yes, because there is always something to sincerely say "thank you" for. For a timely appeal, for drawing your attention to the problem (this is especially valuable when such clients help to identify a whole defective batch). Rest assured that by effectively going through all the steps together with the client, you will acquire a loyal fan of your pharmacy. We are talking about a Follower - a client who is ready to contact you again and again for help, understand you and recommend to others. After all, now this client knows that in your pharmacy you can not only buy the necessary drug / equipment, but also solve all problems with high quality and calmness. And this is much more valuable! This communication technique works equally well for your clients, as well as for relatives, friends and colleagues. We are all human, we all have different emotions, but goodwill, a willingness to listen and come to balance and cooperation equally favorably affect all of us.

Calm down an angry client. It can be very difficult with such clients. You will need to separate their emotions from the problem and get to the point. Maintain a positive attitude, acknowledge the client's feelings, and let them know that you are ready to help. Then start working with the client on possible solutions Problems.

Learn to help your customers get what they want when they're not happy. You may have to work with a client who is upset by some other employee in your company. For example, you are a restaurant manager and the client is not happy with the waiter's job. Greet the client with a smile, introduce yourself, and offer help. When talking to a customer, don't apologize for poor service. Ask informative questions, double-check facts, and make decisions that will leave the client happy.

Ask the client to explain what happened.
Returning to the restaurant example, when the customer explains the problem, try saying, “I understand what upset you. Anyone in your place would be unpleasant. We came to the conclusion that we can do ... What do you say? "

Help an indecisive client. Some clients find it difficult to make a choice. Such people take a lot of time and do not allow other clients to help. Be patient, ask questions that require detailed answers, listen, suggest options, and try to guide the client.

Gather as much information as possible so you can help the client.
In many stores, you can rent or exchange goods. If the client cannot choose one of two things, say this: "If this item does not suit you, you can turn it in within two weeks." This will push the customer to buy.

Learn to work with overly demanding customers. Among the clients there are quite unceremonious and assertive people. You will have to be polite and help the client by not letting them wipe their feet on you. Be professional, show respect for the client, be decisive and honest, and the person will understand that you can help him with the choice.

Learn to deal with rude or impudent clients. These clients may use foul language, line up, or demand your attention when you are busy with someone else. It is important to remain professional and not try to respond in kind to the client.

If a client distracts you when you are busy with another person, smile and say, "I'll come to you as soon as I'm done with the client."
Always stay calm and remember that you are a professional, you represent your company.

Know how to deal with talkative clients. Some clients start a conversation and won't let you do anything else. They can talk to you about events in the world, about the weather, about their personal affairs... Be polite and courteous, but keep the situation under control. These clients can take away from you the time you need for other work duties and for working with other clients.

Show a genuine interest in what your customers say. You don't want to sound rude.
If the client asks you a personal question, answer it, and then ask the client: "Can you suggest something?"
Don't ask the client questions that will prompt them to keep the conversation going. Answer the questions briefly: "yes" or "no".

Every business can make a mistake about a customer, and the result can be a conflict with the customer. Mistakes are inevitable and part of the daily routine. However, one should make a reservation right away - the realization that mistakes are inevitable should not become an excuse and indulgence to commit them. A customer-centric business must work to improve sales or service processes and minimize the risk of errors and work to build. A conflict with a client is not necessarily an emotional grievance scandal. A conflict with a client is any difficult situation where the client is dissatisfied, and it does not matter whether he expresses his dissatisfaction or not. In this post, we'll look at approaches you can use in situations where you need to apologize to a client.

What if there is a conflict with a client? I give an algorithm that is taken from a situation where I was the very client for whom the mistake was made and the business apologized for it. They apologized well, I was satisfied with the approach, and therefore I am sharing with you the steps that the business employees took in order to resolve the conflict with the client - with me.

Algorithm or approach for resolving situations when a business made a mistake in working with a client or there is a conflict with a client.

Step 1. Admit your mistake - directly, honestly, and frankly. Many businesses try to belittle, embellish the situation, some shift the responsibility to the client, evade and try to hush up the case and use a lot of evasions and tricks to avoid admitting a mistake, and hence responsibility. Only all these tricks are sewn with white thread, because the client, as a rule, can see all of them, and this undermines the already shaky trust in the business and forces the client to inflate the conflict even more in order to achieve satisfaction. I agree that losing face is unpleasant, and this is the very reason why business employees try to avoid admitting mistakes, even insignificant ones that do not carry any significant financial consequences for the business.

Dodging responsibility and “glossing over” situations has become so firmly established in the practice of the Russian client business that it has become part of clients' expectations. Clients know that in the event of dissatisfaction, dispute or claim, they will have to defend and prove their case with scandal. That is why customers often start right away with active action making scandals for any reason. If you demonstrate an attitude and approaches that are directly opposite to the established practice, instead of dodging, you simply and honestly acknowledge the problem and the responsibility of the business for it, then this disarms and lowers the degree of conflict, because the client may expect different behavior.

The employee who worked with the client and the manager should admit the mistake directly. Further work in a situation where there is a conflict with a client, it should be performed by a manager, or a specially trained employee, whose job is to resolve difficult situations.

Step 2. Apologize - in simple and sincere words. Apologies should be conveyed and conveyed in a way that the client felt your sincerity. and you may want to apply this sequence of steps in one of them.

Step 3. Show empathy. This is called empathy and is about showing the client that you understand their feelings and emotions caused by the situation and share them. So you become not just a robot, an employee, but the same person as a client. Empathy - important element a business that brings joy.

Often the essence of customer claims and disputes is not about what they are losing in money, but about how their feelings are hurt. Empathy brings together, makes the dialogue sincere.

Step 4. Explain the reason for the error. In fact, the client does not care why you failed to work and made a mistake in his respect. But the explanation emphasizes your openness, frankness and strengthens the client's trust in you. Again, according to experience, most businesses take a position of complete secrecy, which gives rise to a lot of doubts and suspicions on the part of the client. All this is not beneficial to the resolution of the conflict.

Step 5. Indicate your position. Your position should be that you are ready to solve a problem, a dispute, or make amends for your mistake. This position must be expressed clearly and unambiguously. So the client understands that you are open to solving the problem and concrete actions will follow from you to resolve the situation.

Step 6. Offer options for resolving the dispute, conflict situation. All options must be strictly win-win or, if you can afford it, lose-win. This means that in each of the proposed solutions, both the business and the client should win, or, if the client is important to you, and you can give up your own interests a little, then the business loses, but the client wins. Each business must determine for itself typical or possible options for resolving disputes, taking into account how much they agree to lose in the solutions offered to the client. Accordingly, the business must have options to “insure” itself against significant losses. For example, if you make a discount, then it should not exceed your margin for a product or service.

Many businesses try to minimize their own losses to such an extent that they offer the client cheap solutions. Such options may not be accepted by the client and question the sincerity of your intentions to resolve the conflict.

In case the subject of the situation does not imply any material claims of the client or you just want to apologize, you still offer him a material compliment from the business. And here, too, do not be cheap if you are guilty in front of the client, don’t give him a calendar with your business logo and don’t give a coupon for a one percent discount. Your compliment should not be unprofitable for you (although of course it will have a certain price for your business), but be significant for the client. Offer a compliment with proper words and attitude so that the client understands that this is not just a routine and forced necessity for you, but a truly sincere step.

Step 7. Complete the suggested solutions. It is important not to delay the authorization process, and if it takes time to complete, it is necessary to keep the client informed of the progress.

Step 8. Make sure the conflict with the client is resolved. Check with the client if they are happy with the situation and if there is more to be done. A smile on the client's face will tell you that the situation is resolved and the client is happy.

A conflict with a client, any objection, claim is an opportunity for a business to show customer focus, care for the client, emphasize the difference in attitude towards the client and make this very attitude a competitive advantage of the business.

Conflict with customers is an inevitable phenomenon in the world of commerce. How to teach sellers to resolve conflicts calmly and without losses, as well as the rules for working with difficult clients - in our article.

Conflicts with buyers familiar to every salesperson who works with customers on a daily basis in trading floor... How skillfully he can cope with them depends on the level of his psychological preparation... However, not every employee of yours has it. Someone tends to react emotionally, which inevitably leads to a conflict with the client. Someone, on the contrary, is constrained by such situations, as a result of which a person, being under the influence of the buyer, can make a gross mistake. It is in your power to prevent this from happening.

Train the sales staff psychologically and legally so that in the event of a conflict with a customer, employees can behave with confidence. This work is as important as training staff in marketing techniques.

If the buyer is rude: passphrases that will put the rude in his place

1. Give sellers the right mindset

A confident person quickly finds a way out of any conflict situation. Boost your salesperson's confidence in times of conflict between seller and buyer by emphasizing that sellers are people just like buyers. And the well-known principle “the client is always right” is true until the buyer starts shouting, threatening, insulting or demanding what he is not entitled to. If the client crosses this border, then the seller must stop serving him and invite the security or the leader.

Also, equip workers with psychological self-defense techniques. In a mini-training, tell employees not to take insults personally. After all, when the buyer shouts, he actually does not take his claims personally to the seller - he just fell under the hot hand.

For example, I always tell my employees the following: “The customer doesn't know you, you don't know him either. This means that whatever words he uses, they cannot relate personally to you. " Some psychologists advise installing a mental screen between yourself and the boor - this helps to move away from unpleasant words (about other methods of psychological self-defense - see Table 1).

HR system: how to reeducate boorish employees

Table 1. How to deal with difficult people

	Characteristic signs	How to resist
	Shouts, screams insults and threats, does not want to listen to what they say to him in response, he becomes even more inflamed with objections	Don't take his insults personally. Remember that anger spills out in about 20 seconds if left untreated. Don't say "Take it easy" - it won't help. Repeat "You are right" with long pauses until the person cools down and is ready for normal communication
	Confident that he is right, likes to make peremptory statements, is extremely reluctant to change his mind	Do not argue, do not prove that he is wrong. Ask the magic question: "What can I do to change your mind?"
	Speaks down, picky, easily annoyed, asserts himself by humiliating and insulting others	Remember that boors are, as a rule, those who have been humiliated a lot in the past. Shoot down the program for such a person - thank you for your opinion. Later, tell your friends about an unpleasant meeting - this will help you forget about it faster.
Impatient	Unable to wait, constantly urges everyone on, likes to complain	It is useful to clarify what exactly he wants: perhaps you simply did not understand each other. Try to quickly fulfill his requirements, but emphasize that you are doing this solely out of respect for him and sympathy for his problems.
Distrustful	Suspicious, careful, does not believe what is written on the labels, openly doubts what you are telling him	Don't take his lack of trust as disrespect for you. Do not argue, try to be on the same side of the barricades with him. If you join forces against a hostile world, you may be able to find something that suits it.
Indecisive	Knows well what he does not want, but has no idea what he wants. It is easier for him to refuse a purchase than to choose between similar products.	Keep your cool. Don't rush him. Don't advise anything, just answer the questions. Remember that it is easier for such a person to choose between 3-6 options than between two

Passphrases that will put the boorish buyer in place

For communication to be effective, find out the motives of the buyers and, on this basis, choose one or another approach. If the client is out of patience, calm him down with passphrases.

List Soothing phrases prepared by the editorial office of the magazine Commercial Director". Print them out and give them out to your managers.

2. Arm your sales force with the knowledge of the law

To feel confident, sellers need to be clear about what the buyer is entitled to and what is not. For example, I'm in my mall periodically I hold a seminar on the topic "Consumer Rights", where I explain in detail the rights of the seller.

It is known that the buyer has the right to return or exchange the product within 14 days after purchase. But there are many nuances here. For example, the seller is not obliged to exchange or return immediately, especially when it comes to technically complex goods. So, if the buyer demands to return the money for the goods immediately, the seller, referring to Art. 22 of the Consumer Protection Law may explain that the store has the right to satisfy this requirement within 10 days.

And if, during a conflict with the buyer, the client insists on replacing the goods, then according to Art. 21 of this law, these requirements can be satisfied within seven days. During this time, the employee can consult with the manager and send a complaint to the manufacturer.

In the event of a dispute about the reasons for the lack of goods, the seller must know that the store has the right to appoint independent expertise(according to Art. 18 of the Law "On Protection of Consumer Rights"). Moreover, if the examination shows that the defects arose through the fault of the buyer, then the latter will be obliged to pay for it. If the store sells goods for which the warranty period is established, then the decision to return or replace the defective product can be made by a specially trained employee (service engineer, warranty specialist), who will determine the cause of the malfunction.

This is not always a factory defect. Often breakdowns are due to improper installation, improper operation or improper care. The seller must be aware of this and, in the event of a dispute, immediately declare the need for an examination to find out the causes of the malfunction.

Negative company reviews: a quick way to kill your reputation

3. Pay attention to training salespeople

Knowledge of the product gives confidence to the sales staff and allows you to get out of the conflict with the buyer with dignity. But do not rely on the fact that the seller (especially the newly hired one) will understand all the features of your products, read the instructions and catalogs, or listen to older comrades. Organize a staff training process. Arrange introductory lectures for new employees, where they learn about the main characteristics of the product. Gather all workers periodically to familiarize them with the features of your products.

Do not forget to get feedback from the sales staff: from time to time, arrange demonstration presentations at which each seller, having chosen his favorite product, tells the others everything he knows about it, and shares his experience of answering tricky customer questions. The knowledge that you get on will help you establish effective communications in the sales department.

4. Prepare instructions on how to get out of the conflict with the buyer

Even with all the necessary knowledge, not every person will be able to use it in a situation of conflict with a client - he will simply be confused. To prevent this from happening at the time of the conflict between the seller and the buyer, create detailed written instructions for the staff with a description of the algorithm of actions in each specific case. The instructions need to describe in detail when you need to solve the problem yourself and how to do it; when to contact the manager (senior salesperson); when to invite security; in what situation to offer the client to draw up a written application; when to press the panic button (table 2). Every employee should have this instruction.

It is also necessary to provide sellers with ready-made language that can be used in the conflict resolution process. When a buyer speaks in a raised voice and uses swear words, it is sometimes difficult for the seller to figure out exactly what to say. Therefore, a set of ready-made phrases greatly simplifies the solution of the problem and increases the stress resistance of personnel (figure).

All this complex of measures will help your employees feel more confident in the conversation with the buyer and minimize stress from conflict situations.

However, you need to remember that your actions will be effective only if you periodically conduct training and certification of sellers for knowledge of the instructions and the law "On the protection of consumer rights."

Communication of the seller with the client: 6 rules of commercial etiquette

Table 2. Algorithm of actions in case of conflict with the buyer

Conflict situation	What should the seller do	How to psychologically prepare a salesperson
The buyer accuses the seller of lying, not believing the information about the country of origin of the goods or its service life		Explain to the seller that some people, by their nature, do not trust anyone and such manifestations should in no case be perceived as a personal insult
The buyer is outraged that the seller cannot provide him with a discount	Offer a discount card or discount coupon on your next purchase. List all discount options. If that doesn't work, invite a senior salesperson	Explain to the seller that there is a type of people who are convinced that everyone is being deceived, overweight and cheated
The buyer requires the seller to provide him with special services	Explain that this could cause the salesperson to lose his job and suggest an alternative. If this fails, invite a senior manager	Explain to the seller that there are many people who are convinced that everything is owed to them and everything is allowed
The client is sharply outraged by the seller's obsession	Don't offer any more help by saying, "If you need me, I'm near the cashier."	Explain to the seller that not all people respond positively to the offer of help - some are more comfortable choosing the product on their own. To teach the seller to recognize such people by contacting them with short phrase"Can I help you?". If a person mutters something in response, leave him alone.
An inadequate visitor appears in the store (drunk, in dirty clothes, with food, a dog)	Invite security. If there is no constant security, then call the largest employee of the store. If necessary, press the panic button	Sellers need to know (and remember) where the panic button is. If there is no security in the store, it is necessary to regularly work out its call and check the serviceability of the security equipment
The store begins to conduct a sudden inspection by state regulatory authorities	Call your supervisor immediately and follow their instructions. Don't sign anything	Sellers should be aware of which authorities can come with inspection and what they have the right to demand and what not.

(How to calm down a raging client?)

Clients are different. There are those who are benevolent and loyal. And there are harmful and unbearable ones - they shout, threaten to complain to the management, go to court and other authorities. Even those that "yesterday" were so cute. And the most unpleasant thing is that the outraged client is right and his claims are justified. The client's emotions can be fully justified and we, perhaps, being in his place, would behave in the same way, or even worse! (Cm.)

A typical situation. The company does not have time to deliver the goods by the agreed time, the client swears, threatens with refusal of further cooperation, court, etc. What to do?

Step 1 - Listen

As a result, the client "lets off steam", and you have the opportunity to plan further actions.

A very difficult step. It requires patience, attention and even courage from us. I really want to immediately cut off an indignant person, especially if he is not shouting on the case, and answer him with something like "the fool himself." But if we do this, that is, cut him off in mid-sentence, then how, then, will we understand what this client is unhappy with?

Without giving a person the opportunity to speak out, we will not extinguish his negative emotions. And we will not be able to convey our point of view to him. It is known that until a person has expressed everything that has "boiled over", he is not able to hear others. By allowing him to pour out our soul, we thereby clear our way to HIS ears. In addition, it often happens that, having voiced his claim out loud, the client himself begins to understand that it is not justified. That is why this step is the first and fundamental. But for the client it is important not just what you listen, but HOW you listen. You can only listen by pretending to hear. You can listen, internally disagreeing with what the client says, evaluating his words, and this will immediately be noticeable. You can listen, finishing off the started phrases for the client, as if anticipating his thought - and this will also be annoying, since you will show “that you already know everything”. While listening, try to understand both the meaning and the emotions. Try to look at the situation through the eyes of the client - then it will be understanding, active listening.

Step 2 - Clarify

So, after you have listened to the client, it is very important to show him that you correctly understood the essence of the stated claim. To do this, you just need to repeat it in your own words. Use the following phrases of "understanding listening": "If I understood you correctly, the following situation has occurred ....", "That is, you want to say ..."

For what and who needs it? First of all, you yourself. It is important to make sure that you understood the client correctly, figured out what exactly the reason for the dissatisfaction is, otherwise the conflict situation cannot be resolved. This is also necessary for the client, because it shows him that you took his words seriously, heard them. This is another step in reducing the temperature of irritation.

Step 3 - Express understanding

Show the client that you understand him, that his problems are not indifferent to you. For example: “I understand well that… ..”, “Thank you, Ivan Ivanovich, for raising this issue”, “Yes, this is an unpleasant moment”.

The catch phrase "The client is always right" can be reformulated as follows: "The client is not always right, but he always has the right to express his emotions." And this right must be recognized. Not only that, the client must definitely sympathize.

Imagine this situation. You head south and take your dog with you. But coming up to the carriage, the conductor tells you: Option 1. “The dog must be in the freight car. These are the rules. "

Option 2. “I am very sorry that your dog cannot go with you. I also have a dog at home, and I understand your feelings, but, unfortunately, these are the rules. "

Which option did you like best? In fact, they say the same thing, but they are different in form, and the reaction to words is also different.

Therefore, you need to respect the feelings of other people. It is very important to sympathize with the client, to express understanding. This is the hardest step - but the most effective.

Step 4 - Apologize or express regret

Please apologize if you have a valid or controversial claim. If the claim is unsubstantiated, please express your regret. (Cm. )

For example:

"I apologize on behalf of the company for the inconvenience."
"I am very sorry that such a situation has occurred."

Step 5 - Take Action

Remember - you are expected to solve their problem.

Also, clients need to be kept abreast of developments, about how things are progressing. Assure that you will personally supervise this order, or put this delivery first. It is important not only to take action, but also to show the client that you are not sitting idly by and are in control.

And then the client will become friendly and loyal again!