Wrath - number 4 in a series of articles outlining seven common business mistakes to avoid. Kindly supplied by Jane Buswell of Business Fulcrum
Oooh "wrath" - not a word to trifle with when you read the definition.
"Wrath (Latin, ira), also known as "rage", may be described as inordinate and uncontrolled feelings of hatred and anger. Wrath, in its purest form, presents with self-destructiveness, violence, and hate that may provoke feuds that can go on for centuries"
So definitely one to avoid but lets think about where one has to do that specifically when faced with tricky customers.
Whoever said that you cant please all the people all the time definitely got it right. Youve only to look at TripAdvisor to see reams of compliments about a hotel marred by one disgruntled customer venting his wrath. Just remember if you are in the hotel or catering business you need to keep an eye on this potentially happening to you. And if it does, take a deep breath and write a calm and reasoned response.
To manage tricky clients generally its wise to make sure that your terms of agreements, letters of engagements or contracts are clearly written to protect you against unreasonable changes of condition or late payments (all classic indications of clients hell bent on provoking wrath it seems)
If you wish to keep your difficult client its also best to avoid the following:
1. Sending a long ranting e-mail, that was written in capital letters, composed at midnight and made you feel better...until you woke up and thought of the consequences in the harsh light of day
2. Replying thoughtlessly to an e-mail like this:
From graphic designer to copywriter cc tricky client
"I am afraid we now need to complete the brochure by this evening due to a change in deadline"
Please please make sure you have hit "reply" not reply all" before responding
"What again?! This is a complete nightmare, does he have any idea what the word professionalism actually means? The mans a complete........"
And NOW, with the advent of social media, we have to be even more mindful of our knee jerk rants.
Employers are legally entitled to discipline or dismiss an employee for misconduct when they have posted comments online which the employer believes amounts to bullying, harassment, or potentially damaging to the business. One Twitter ranter was arrested (and lost his job) when, having had his travel plans disrupted by snow at Robin Hood airport in early 2010, he threatened to blow up the airport! In true Twitter community fashion thousands of his supporters repeated his police-removed rant through #iamspartacus.
Which rather proves the opening definition about wrath having the potential for going on and on. Way after you have calmed down others may be all too ready to take up the cudgels on your behalf...
Learning to count to 10 sounds like a much safer option to me.
Follow Jane on her blog: http://businessfulcrum.blogspot.com