If you have been in business for any length of time we all experience the dreaded phone call. We get an earful from an unhappy prospect or client.
Here are two quick ways to cool them down in the moment.
Give them something to do.
Most people get upset when they don’t understand something and feel powerless.
So give them an action step. Empathize with them but also say “If I were you, this is what I would do.”
Most people feel better when they have an action plan for dealing with a challenge. It gives them a sense of control which meets a basic human psychological need.
Then follow up to see how it went for them. This shows that you care about them and their problem.
Most people don’t like surprises.
So set up some expectations in working with you. Prepare them in advance for any potential things that could come up in the process.
Assure them that you will be there for them to help them through it.
If anything comes up that might seem unreasonable explain to them the reason for it. Ideally before it happens.