Daniella:
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Hello, hello.
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So we're switching up the
content this time around.
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We normally tend to cover all things
Google Ads, people would be interested in
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more of a client management type video.
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So walking you through how do
you respond to an upset client?
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Via email It is very much a kind of a case
by case basis in the sense that sometimes
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you don't want to keep the correspondence
to email if you can tell that your client
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is It's very heated, like they are not a
happy camper and you think that keeping
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it in email it's not really going to be
the most time efficient solution, then
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just respond to them and you want to
schedule a call as quickly as you can.
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But this is for times when
you feel comfortable keeping
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the correspondence via email.
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So maybe they reached out because.
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They're just disappointed in performance
or they're not super happy with
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it, but they're not like, Fuming.
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keep it via email So I've created
six fabulous steps that to success
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for this perfect email beautiful
number one Acknowledge and apologize.
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So it's really important to remind
yourself when you are client facing
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That your clients are human beings,
and if a human being comes to you,
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or your friend comes to you, and
they're saying that, Hey, you hurt my
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feelings because you did A, B, and C.
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Are you gonna be like, interesting?
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No, you're gonna be like, I am
so sorry, I totally hear you.
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If you're a good person, you're
going to do the second one.
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So you should carry that into
the workplace with this, please.
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So you have to be just like,
you have to be a good person.
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So if you're not a good
person, you need to be better.
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and perhaps client facing stuff is not
for you, but also just be a better person.
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acknowledge and apologize.
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I totally hear you, I understand
where you're coming from, and I do
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apologize for this inconvenience.
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Next, offer insight
that's relevant, if any.
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if it's one of those situations that
y'all just messed up, you just messed
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up, and there's not really any insight
that's gonna help, just skip this step
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because it's gonna almost seem like you're
trying to make excuses at that point.
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Don't do it.
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Just skip right away
into step number three.
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But if there is some insight, like
maybe you realize, oh, the client
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definitely was not looking at the
right dashboard or something like that.
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Just throw that information in
there, but make sure not to do
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it in like a condescending way.
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Step three, explain the plan of action.
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So it's really important to lay out
to your client what is being done to
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fix the issues that they expressed.
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So I think it's always really good to
explain, Hey, we looked into this and we
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found a, B and C that need to be fixed.
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And I always think that it is
one of those situational things.
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if your client is a type that they like
to be really involved in all the decision
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making and to give you like a green
light before you do anything, Then don't
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go ahead and make any of those changes
until you've almost cleared it with
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them, but if they're the type of client
that would appreciate the efficiency
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of you just going ahead and making the
necessary adjustments in order to help
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with performance, then go ahead and do it.
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So if you have to, at that point,
you have to know your client.
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relatively well to know what
they would appreciate more.
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Step number four, give
an estimated timeline.
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Do not promise anything.
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So don't say, hey, in six and a half
days, performance will increase by 45%.
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Don't promise anything.
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we're all smart people, you can make
educated guesses, but there's always a
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small chance that it's not gonna go that
way and then you are standing there, the
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client's You promised me that this was
going to happen and it didn't and then,
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you made the situation a little bit worse.
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So just give an estimate of timelines.
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we anticipate to see performance upwards
within seven to eight business days or
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within the next seven days Keep it like
that, Don't promise if you're not 1, 010
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percent certain number five offer to hop
on a call So after you've gone through
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all this say if you have any questions,
I'm more than happy to hop on a call
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Just let me know what your availability
is You have to throw that out there
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that you are more than willing you are
available to them if they need you.
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that's just gonna make them feel better
and it's comforting and also alright,
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we're paying you for a reason and this
is nice that you're making it known that
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you're available to us if we need you.
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And then number six, apologize
again and then offer encouragement.
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So just encouraging words of, We've
made the necessary adjustments to
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course correct, and we are highly
confident that we will see performance.
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climb in the right
direction moving forward.
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Something like that, just so you end
the email in a way that almost hopefully
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will help the client breathe a little bit
easier since obviously they're stressed.
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So that is the key to crafting a very good
professional but just also nice email.
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And then I'm gonna put this here,
this is just a very loose draft of
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what it would theoretically look
like, this is what it would look like.
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just a very generic draft, you can
screenshot that, reference that whenever
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you need, Hope y'all liked this.
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I hope that it was helpful.
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That's it.
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Bye!
