![\"angry](\"https:\/\/www.marketingforsuccess.com\/blog\/wp-content\/uploads\/2010\/08\/angry-customer.jpg\" "\\"angry")
<\/a>it. Positive word-of-mouth is great for business. However, someone who is displeased with a situation tells, on average, 11 people about it.<\/p>\nNaturally, no one wants to walk into a lion\u2019s den and face the angry client. However, you must consider the value of this client to you, your reputation, and the company. In most cases, I would guess that it will be worth your while to face that angry customer and get the situation resolved as quickly as possible.<\/p>\n
Here are nine steps I\u2019ve developed for facing and dispelling another person\u2019s anger. They work well in most situations mainly because you\u2019re giving the client the attention their dissatisfaction deserves.<\/strong><\/p>\n 1.\u00a0 Acknowledge the other person\u2019s anger quickly<\/strong>. 2. Make it plain that you\u2019re concerned<\/strong>. 3. Don\u2019t hurry them<\/strong>. 4. Keep calm<\/strong>. 5. Ask questions<\/strong>. 6. Get them talking about solutions<\/strong>. 7. Agree on a solution<\/strong>. 8. Agree on a schedule<\/strong>. 9. Meet your schedule<\/strong>. Once you\u2019ve satisfied the client with regard to this situation, you will have earned another opportunity to serve their needs in the future\u2026and the needs of those they\u2019ll tell about how well you handled it.<\/p>\n – Tom<\/em><\/p>\n
\nNothing adds more fuel to a fire than having his or her anger ignored or belittled. The faster you verbally recognize their anger, the better.<\/p>\n
\nTell them you realize just how angry they are. Let them know that you are taking the situation seriously. Make notes of every possible detail they give you.<\/p>\n
\nBe patient. Let them get it all out. Never try to interrupt or shut them up. In many cases, the best move is to simply listen. They\u2019ll wind themselves down eventually. In some cases, they\u2019ll realize they blew the situation out of proportion and feel foolish for it. They are then likely to accept nearly any solution you offer.<\/p>\n
\nMost angry people say things they don\u2019t really mean. Learn to let those things pass and take them up after you\u2019ve solved the present challenge \u2014 only if you feel it\u2019s necessary to do so.<\/p>\n
\nYour aim is to discover the specific things that you can do to correct the problem. Try to get specific information about the difficulties the problem has caused, rather than a general venting of hot air.<\/p>\n
\nThis is where you will learn just how reasonable this client is. By the time you get to this step, their anger should have cooled enough to discuss the challenge rationally. If it hasn\u2019t tell them you want to schedule a later meeting, even if it\u2019s in an hour, to come up with some reasonable solutions. Let them do the rest of their fuming on their time.<\/p>\n
\nAfter you know exactly what the challenge is, you\u2019re in a position to look for some kind of action that will relieve the challenge. Propose something specific. Start with whatever will bring them the best and quickest relief. Don\u2019t get into a controversy over pennies at this time.<\/p>\n
\nOnce you\u2019ve agreed on a solution, set up a schedule for its accomplishment. Agree to a realistic time frame that you know you can handle. The biggest mistake you can make is to agree to something that cannot be done. If you do, you\u2019d better be ready to face another bout of this person\u2019s anger when you don\u2019t come through.<\/p>\n
\nGive this schedule top priority. You\u2019ve talked yourself into a second chance with this client, so make sure you don\u2019t blow it.<\/p>\n