Struggling with handling client complaints?

Struggling with handling client complaints about poor-quality leads?

This recently came up on a client coaching call (it's common in our industry).

Here's a quick summary of how you could handle this:

• Take a proactive role in solving lead quality issues (regardless of fault)

• Determine if the leads are truly low quality or if there are other factors, such as fumbling intake

• If the leads are low quality, acknowledge that directly to the client and apologize

• Present a plan with specific steps to improve lead quality from now on

• Tell them a date by which these steps will be complete

• Set up a follow-up call to discuss the results

By following these steps, you'll turn an initially upset client into one who feels heard and reassured by the end of the call.

CQ

PS, while I love talking about sales and marketing, if your retention is shit, you've got a "hole in the boat" problem that takes priority.

Frequently Asked Questions

What's the first step when a client complains about lead quality?

Taking a proactive role in solving the issue, regardless of where the fault actually lies. Ownership of the problem matters more in the moment than assigning blame.

How do I know if the leads are actually low quality or if something else is going on?

Dig into the full picture, including factors like intake handling. Sometimes leads are being fumbled after they arrive, not generated poorly in the first place, and that distinction changes the fix.

What should happen if the leads really are low quality?

Acknowledge it directly and apologize, rather than deflecting or minimizing the issue. Direct acknowledgment is what starts rebuilding trust instead of leaving the client feeling dismissed.

What comes after acknowledging the problem?

A specific plan with clear steps to improve lead quality going forward, along with a date by which those steps will be complete. Vague reassurance doesn't rebuild confidence the way a concrete plan does.

Why does scheduling a follow-up call matter after presenting the plan?

Because it shows accountability beyond the initial conversation. A follow-up call to discuss results turns a one-time apology into a demonstrated commitment to actually fixing the issue.