When a client reaches out to tell you something’s wrong, you should feel something. It should bother you.
When we are told something’s gone wrong, there’s a leaning in that happens, a focus and attention on what’s been raised as well as a response at an emotional level – not of fear, but of heightened awareness and speed.
Think of all the time and effort that’s gone in to bringing this customer to this point: getting to know them, explaining your product, getting them to commit, working together with them for months or even years.
All of that is on the line at this moment.
The best part is, most organizations do a fabulously poor job of addressing concerns when customers raise them.
That means it’s easy distinguish yourselves from nearly everyone by responding well, quickly, and eagerly.
This comes in the form of an immediate (minutes, maybe hours at most) acknowledgement that you’ve receive their message, understand they are having a problem, and are working on resolving their issue.
It requires you to own the problem, by restating in your own words what they’ve said (so they know you’ve heard them) and telling them how seriously you take it.
And, you have to simultaneously escalate the problem so it moves as quickly as possible through your system.
Finally, it’s your job to resolve the problem with generosity, coupled with expressing gratitude to them for bringing it up.
We need to take all of our work personally, and that comes to the fore when a customer takes the time to knock on our door to say “hey, this isn’t quite right.”
Feel that moment in your gut and move accordingly.