How to Keep Your Cool When Clients Lose Their Minds
Finding Inner Peace in Outer Chaos
Ever wonder how a sunrise could save you from a customer service meltdown? Well…
So I'm on a support call with a customer the other day, and they're not really happy. They were working on their website and suddenly it went poof. Apparently, somehow or some way, they pretty much wiped their entire database. They're looking for us for answers. Well, I was going to suggest that we could restore a backup, but to my surprise, there are no backups. So, explaining this to them went about as well as you might expect.
Why aren't there any backups? I thought that's why we pay for you guys.
Now, get this - according to our agreement, they're the ones responsible for backups and hosting. But try explaining that to someone who's just watched their data do a vanishing act.
The Mental Escape
As I'm listening to this client go full Chernobyl on me, questioning everything from our backup policies to probably the meaning of life, my mind does something interesting. It drifts to my morning walk, seeking a moment of calm in this storm of frustration.
You see, I have this habit of walking just before sunrise. It's my daily dose of tranquility, a stark contrast to calls like these. As the customer's voice rises, I'm mentally walking down that quiet street, watching the sky change colors, feeling the peaceful stillness of dawn.
Why am I thinking about this now? It's my brain's way of staying calm, of reminding me that this too shall pass. It's like my mental anchor in choppy customer service waters.
The Importance of Owning Up to Mistakes
This situation, believe it or not, brings me to an important point about mistakes and accountability. The real issue here isn't just about lost data or unclear agreements. It's about how we handle our screw-ups.
In my experience, the simplest thing you can do when you make a mistake is to own up to it. It's that straightforward. Make a mistake? Own it. What really annoys me is when people mess up and then play the blame game.
In this case, our customer is facing the harsh reality that they're going to have to start from scratch. It's a tough pill to swallow, and I get it. But it also highlights the importance of taking responsibility for your actions (or in this case, your lack of backups).
Staying Calm in the Storm
Now, back to that mental image of my morning walk. It's not just a nice daydream; it's a coping strategy. When you're in a service role, dealing with an irate customer, staying calm is your superpower. You've got to be the eye of the hurricane—calm, collected, and steady.
So, as I'm on this call, I'm channeling that morning tranquility. I'm keeping my voice low and steady, trying to bring down the emotional temperature. It's like I'm inviting the customer to join me on that peaceful morning walk, metaphorically speaking.
Escalating the situation? That's a one-way ticket to Disaster Town. It's just not worth it. More heat only makes things messier.
Advice for Both Sides
This advice goes both ways. Whether you're the customer or the service provider, owning your mistakes is key. I've been on both sides of this fence, honesty and accountability make everything smoother.
When a client comes to us, admits they messed up, and asks for help? That's something we can work with. We're all human, we all make mistakes. No judgment here. But when someone clearly drops the ball and then tries to punt it into our court? That's when things get frustrating.
Conclusion
At the end of the day, whether you're providing a service or receiving one, honesty and accountability go a long way. It's not always easy, but it's always worth it. And if all else fails, maybe we could all benefit from a quiet morning walk to gain some perspective.
Own your mistakes, stay calm, and maybe, just maybe, watch a sunrise once in a while. Trust me, it helps.
Quote of the Day:
"It's not what happens to you, but how you react to it that matters." - Epictetus
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