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How to Reply to Nasty Clients

Updated: Jan 26, 2021

The other day my coordinator followed up with a lead I had spoken to back in March about a branding and website package.  My first conversation with this prospect was awesome!  Seemed like he was going to buy on the spot.  I sent him the email follow up with a payment and scheduling link.

When my coordinator gets on the phone with him, he angrily complains that we never followed up and it’s too late now and he’s already gone with another firm and to not call anymore.

When I heard this I was very surprised. I had a great conversation and everything seemed like the start of something awesome. My surprised attitude quickly turned to an anger inside because I was now insulted at the claim we never followed up.

As entrepreneurs we are constantly being angered and insulted and pushed around. Sometimes from clients, sometimes from our own employees.

So what do you do when that anger boils up and you feel like telling that person off?

In Proverbs 15:1 we read

A gentle answer turns away wrath, but a harsh word stirs up anger.

God says hold your tongue. God says to show love.

When I got back to my desk I went straight to the email I had originally sent following up and I replied to the email and calmly explained that I was sorry he may have missed my follow up email and if there was anything we could do in the future to help we are here to serve. I even wished him good luck on his new venture!

He replied that he was sorry that he didn’t see the first email and that he’s busy now and will get back to us.

I could have replied angirly. But instead it was a gentle reply that opened the relationship back up.

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