Mastering Email Responses: Pro Tips for Dealing with Upset Clients

Daniella: 00:00:11

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!