I believe that when a client has got an issue with a member of staff, and where that staff is not in the wrong, I need to support my staff and defend him/her. To me its all about being fair. My fellow partner on the other hand claims that the client is always right and would never try to defend his staff as this may cause him to lose a client. Is that correct? I would like to know how others think about this. Thank you
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Do you want to keep the client?
If so, publicly support the client, while privately supporting the member of staff.
You do not describe the 'issue' so it is difficult to do more than generalise.
I've had this issue with one client
Look at the bigger picture. Do any other clients have a problem with that member of staff? If not, then put it down to a personality clash, or the client being unreasonable (not able to manipulate said member of staff????).
If you think it is the client, then have an informat chat with them and ask what the problem is. If it is something that can be easily solved, then solve it. If it isn't possible to accommodate their requirements then be straight with them and explain why.
In my particular experience the client resented the fact that they did not have immediate access to me, and my new employee was taking on some of my previous responsibilities. The client wasn't happy to deal with anyone but me, and I wasn't willing to be a personal slave to this client, so we eventually parted ways.
I agree that staff moral is far more important than one client. They need to see you are supporting them and not agreeing with the client behind their back.
EDIT: just seen your new post. It looks as though this client needs a bit of pampering and being made to feel important. Pamper them, or tell them they are not paying enough for preferential treatment and get rid.
Why not suggest that your partner
services the client PERSONALLY; then you will see where his 'loyalties' lie!
BTW, my view is that the client is being totally unreasonable (unless this has happened more than once of course!).
Did this happen?
Let's say the client is nervous because they have a VAT inspection. They are told not to worry because the accountants will supervise the visit (for a fee). The client is briefed not to talk accounts to the VAT official and not to engage in any small talk because they might be fishing.
VAT official turns up on time, but accountant does not. VAT official asks how business is doing in difficult economic times. Client does not reply. VAT official thinks the client's manner a bit odd. Client gets flustered. Accountant still hasn't arrived. Client gets annoyed because he's being made to look a prat.
Did this happen? If it did, I'm with the client!
I don't think it need be as black and white as supporting one or the other.
You should apologise to the client for the tardiness of your employee and express your sincere concern that it did not inconvenience the client too much. There is no need to discuss in any detail or attempt to justify the actions of the specific member of staff.
Separately you should speak to the member of staff, explain what the client has said, and inform them that in your opinion it is not an issue but to tread carefully in future with this client.
And then you can decide whether you want to continue having this type of conversation with this client into the future!