![]() Or, just to be honest, sometimes people can be really difficult and it’s got nothing to do with you at all.Ġ6:15- 06:40 The truth is, when you give it a little bit of time, you realize that it’s just a journey in business. It could be something you just haven’t thought of it before or it hasn’t come up for you before. You might not be able to enforce it with this particular client, but at least you can go back and say, “I can make an exception this time, but for the future, this is the new procedure.”Ġ5:27- 05:45 Awkward conversations are just a fact of business. If somebody asks for a refund, if you don’t have any terms & conditions in place, now’s the perfect time to create them. Sometimes people will ask you something and, to be honest, you don’t know the answer to it then it's ok to go back and talk to your coach or your mentor to see if they have experienced that before.Ġ4:21- 04:27 Just be okay with not responding right away and giving yourself time to get a good response.Ġ4:42- 04:51 Create a procedure that allows people and yourself to go back to your client and say “Here’s what we do.” like an SOP.Ġ4:52- 05:15 A perfect example is refunds. ![]() This is something I really recommend rather than making exceptions for everyone.Ġ3:41- 04:03 So you’re not leaving them hanging, but you’re also not making a decision based on urgency. One is you might have to create a procedure around it. Give it at least a day.Ġ4:31- 04:41 (10) There are a couple more reasons for that. But don’t worry because I have a couple of tips on how you can make them less awkward! Let’s get into it.Ġ3:12- 03:25 The very first thing is when someone sends you an awkward conversation, and this is usually over email, don’t feel like you have to respond right away, and don’t respond in panic. Today, we’re talking about having awkward money conversations with your clients. ![]() It’s very rare that you’ll get through your entire business without ever having to have at least a slightly awkward conversation about money. More information on how to talk about money, visit The Money Advice Service website.Ĭharlotte is the senior digital editor of the Money Advice Service.112: How To Have Awkward Money Conversations With Your Clients ![]() Hope I never have to have that conversation again!’, but actually, it’s really important to follow up after a tough chat.Īcknowledge that the conversation happened, recognise it was tough and highlight all the good things that came out of it. If you disagree, suggest how you move forward.ĭo they blame you? Figure out what is making them frustrated without getting defensive (it’s hard!) and ask them what they feel you can BOTH do to resolve the problem.Īfter a difficult conversation, we generally feel like, ‘Phew! Glad that’s over. They don’t agree with the facts? Ask them why. Not everything is going to go to plan, so if you find you’re getting a negative reaction back, try these responses. By sticking to this topic and only this topic, the conversation will be easier for you. It’s really easy to bring up other issues and complaints but it isn’t going to help move the situation forward. Having a difficult conversation about money will be emotional it’s completely valid, but getting angry or upset might interfere with the outcome. For example, if a situation which is similar to yours is on the TV, you could casually mention that this is something you’re dealing with and launch the conversation that way. If you dread the idea of bringing up a conversation out of the blue, you could use what’s around you to help. Knowing what your first sentence is going to be can make you feel more confident, so think about what you could say. ![]() Sometimes it helps to start the conversation in a roundabout way rather than sitting down and bringing up the subject directly. There’s never going to be a perfect time but have the conversation in a place you’re comfortable. Think about where you’re going to have the conversation, when you’re going to do it and who should be there. When you plan to have a difficult conversation, prepare yourself ahead of time with a few talking points to help you out. Here’s what you need to know to make it go as smoothly as possible. Time to tackle those difficult conversations they’ve been meaning to have for a while. ![]()
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