Journey To $100 Million

When dealing with an unhappy client, how do you remedy the situation? On today's episode of Journey to $100 Million, listen in as Kevin explains the difference in responding to a client that is unhappy via email vs. picking up the phone. When a conflict arises, it is easy to default to a simple email. An email is easy to shoot back, you are able to "take care" of the situation more quickly, and you are able to avoid the possibility of getting talked to in a not-so-nice manner. But, when you send emails back and forth, especially in conflict situations, sometimes the situation can worsen. When receiving or sending an email, it is possible for the tone to sound mean or angry depending on how you read it. Recently, there was a situation with an unhappy client, and we emailed back a response in order to quickly assist this client. Although the response was intended to be nice and we actually even granted a favor, it escalated the situation. Instead, this email was translated by the client in the wrong tone - an