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.