A primeira iniciativa diante de um cenário de atrito, com um cliente de longa data é o contato direto com o mesmo. Ouvi-lo com escuta ativa, demonstrando interesse no assunto, serão posturas fundamentais na resolução desse problema. Após ouvi-lo, é muito importante um pedido formal de desculpas, sem tentar justificar a falha ou falta de algo, mas deixando bem claro que, de forma imediata após àquele contato, providências serão tomadas e o cliente novamente contatado quanto as atualizações. Isso fará com que seu cliente perceba que, para aquele negócio ele é importante e sem dúvidas o fará ficar!

Responding swiftly and sincerely to client concerns shows dedication to their satisfaction. Listening actively, providing tailored solutions, and adding goodwill gestures can transform dissatisfaction into loyalty.

I'd acknowledge their concerns, apologize sincerely, and show commitment to improvement. I’d outline specific changes we’ll make to address their issues and offer a dedicated follow-up plan to ensure satisfaction. By focusing on rebuilding trust and demonstrating value, I’d work to restore their confidence in our service.

Addressing client dissatisfaction requires more than a quick fix; it’s about showing clients they’re genuinely valued and understood. First, active listening is essential—not just to hear their concerns but to understand the emotions behind them, which often matter as much as the issue itself. Taking a collaborative approach when proposing solutions also reinforces that you’re partners, not just service providers. Instead of just offering a goodwill gesture, go a step further by sharing actionable steps to prevent similar issues in the future. In my experience, responding with humility and a proactive recovery plan can even turn a dissatisfied client into a long-term advocate.

I apologize that you are unhappy with the service we have provided, let’s take a look at what is wrong and work on a better solution to fit your needs

First things first... don’t get defensive. When a long-time client is disappointed, that’s a flag to check what’s really happening on your end. Start by getting them on a call or, better yet, meet face-to-face if possible. No email back-and-forth where things can get lost in translation. When you’re in front of them (virtually or otherwise), just listen. Let them tell you every single reason they’re frustrated without you interrupting or trying to explain it away. Once they’ve said their piece, hit them with the real deal... an apology. Own any part you can, and mean it. Lay out what you’re going to do today to address their issues. Wrap up by reminding them of the foundation you’ve built together and loyalty is how you run your business.

Start with listening to know the reason for the dissatisfaction to understand how to take the right actions to fix and do the needed amendments. Once you've identified the key issues, acknowledge & offer a concrete plan with specific steps and timelines to address their concerns. Demonstrate your commitment through quick wins or improvements and ensure consistent, transparent communication throughout the resolution process. Reinforce the value of your partnership by highlighting past successes and any unique benefits you offer. By being proactive, transparent, and committed, you can and will regain trust and reinforce loyalty.

✔️ Com a escuta ativa, empatia, e fazendo perguntas abertas, identificarei as preocupações, necessidades e dores do meu cliente, para entender e solucionar sua insatisfação. ✔️ [Sr. cliente], gostaria de pedir nossas sinceras desculpas, e comunica-lo, que já fizemos e implantamos as melhorias necessárias, aproveitando também para expressar nossa gratidão, pela bem-sucedida parceria de confiança e lealdade ao longo dos anos, com a nossa empresa. ✔️ Como nosso agradecimento, para um cliente muito especial como você, estamos lhe oferecendo um desconto especial em serviços futuros, ou um serviço adicional totalmente grátis. ✔️ Da nossa parte, temos muita satisfação em continuar lhe atendendo. Conte sempre com a gente.

Um einen langjährigen Kunden zu überzeugen, würde ich zunächst das Gespräch suchen und aktiv zuhören, um die Ursachen der Unzufriedenheit zu verstehen. Anschließend würde ich klare, umsetzbare Lösungen anbieten und dabei betonen, wie wichtig uns die Zusammenarbeit ist. Transparenz und schnelle Maßnahmen wären dabei entscheidend, ebenso wie das Aufzeigen von Verbesserungen für die Zukunft. Mein Ziel wäre es, Vertrauen zurückzugewinnen, dem Kunden Wertschätzung zu zeigen und langfristig eine stärkere Bindung aufzubauen.

• Acknowledge and Apologise: - Sorry to hear dissatisfaction, Bringing to our attention • Understand Concerns - Find the issues or get more details about • Offer a Solution - Prioritise the work, Give brief solutions • Make Relationship - Committed to moving forward with result • Follow Up - Follow up to ensure you’re satisfied