Words to send · Clients
How to respond to a client complaint
Two messages. First, the same day: you’ve read it, you’re taking it seriously, and you’ll answer properly by a date. Then, by that date: what happened as you see it, what you’ll do and by when. Most complaints are about not being heard, and the first message fixes that.
When to send it: The acknowledgment the same day; the answer within two days.
The same day
Subject: Re: last week’s session
Hi Sam, Thank you for telling me. I’ve read it carefully and I’m taking it seriously. I’ll reply properly by Thursday. Maya
By the date
Hi Sam, You’re right that I ran twenty minutes late on Tuesday and didn’t tell you beforehand. That shouldn’t have happened. I’ll refund the session, and from now on I’ll message you if I’m going to be more than five minutes late. Maya
Why it works
- The first message buys time without leaving them waiting in silence.
- The answer says what happened in plain words, then what changes.
- A refund, when it’s right, is a decision, not an admission of everything.
What not to say
- Explaining before acknowledging.
- “I’m sorry you feel that way.” It apologizes for their feelings, not for anything you did.
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