Re-Winning Hannah or Go See that Unhappy Client
Everyone knew there was no point in calling on Hannah. She had had a bad experience with the firm and had ceased to use it long ago. The damage that had been done proved ever more limiting as Hannah’s career prospered and she was put in charge of larger portions of the client organization.
Ignoring the common wisdom of the firm, Grant, a senior associate, scheduled a meeting with her. Grant is a soft spoken man with an open, reassuring manner. He is an introvert and a listener.
He began the meeting by saying, “I understand you had a bad experience with our firm. The person you worked with is no longer with the firm and that was before my time. But, if you want to talk about it, I’m here to listen. Or, if you would prefer, we can talk about the future.”
There was silence for half a minute and Grant held his tongue. Then, Hannah said, “I haven’t spoken with anyone from your firm for ten years.” Again a pause, and she said, “I have some needs coming up that I’m going to want some help with. Let’s talk about them.”
Go see that client who had a bad experience with your firm. A forthright approach, like Grant’s, at the very least will help ensure the client doesn’t bad mouth the firm, if she has in the past. At best, the client and you will talk about the future.