Communication is an art, and not everyone learns how to master it. Email communication from clients is a great way to cut down on short, disruptive meetings, but you may experience a client sending you a frustrated, rude, or angry email.
Managing clients and their expectations is a full-time job, which is why outsourcing your digital services to a white-label digital marketing company, such as ourselves, can be a great way to provide top-notch services while giving yourself more time to communicate with valued clients.
Responding to emotive mail can be a challenge as our first reaction is to get upset or defensive ourselves. However, there are much better ways to reply to an email in such a way that you get to the bottom of the problem whilst retaining your digital agency’s professionalism.
Take A Breath
As soon as you open an irate email, fight the urge to rattle off a reactive response. Instead, close the email and give yourself a chance to think it over. By approaching the email and your possible response calmly, you’ll give yourself more space to respond proactively rather than react in a way that damages your brand’s image.
Be Compassionate
When you feel less triggered, read the email again and practice considering your client’s point of view. Consider that they may be having a particularly difficult day or may even have just cause to express frustration.
Fact-Check
When you’re getting ready to reply to the email, don’t jump to conclusions by assuming you or your agency team made a mistake – check if you are at fault or if there is simply a misunderstanding. Your client may be venting frustration about the increased invoice that was just sent to them but has not been given context about how the Ad Spend budget has been increased because of inflation.
Be Solution-Orientated
While replying to the email, focus on fixing the core issue. Responding to jabs or insults is not productive. You can even offer to jump on a call to better discuss the issue if there is some confusing misunderstanding at work.
Whether it’s responding to difficult client emails or even just managing onboarding calls, you have plenty on your plate at your digital marketing agency. Consider maximising the time you have available to put out fires and add value to your clients by having us perform white-label copywriting, white-label social media marketing, white-label SEO, and much more! As a digital reseller, we can even offer you white-label virtual assistant services that will improve your productivity.
Get in touch with us today for white-label reseller services that impact your agency for the better!
