It was a peaceful morning otherwise.
Sleep was good. Breakfast was better. Family time was more than peaceful. Driving was pleasant. Traffic was normal.
Altogether an ideal start for the day.
After 30 minutes of email reading and updating the day’s priorities, you just looked out the window and were about to appreciate nature’s wonders.
Your mobile started ringing. You attended the call with a calm, composed, and quiet voice, “Hello,….”
It turns out that the world on the other side was the opposite of what you had. If you were in the valley of breeze and serenity, the person who called you was on fire and swimming in a volcano.
“ What have you done %^%#&%$@&*^*&!@&^%#….”
You became numb, and the calmness and composure you gathered until the time all shattered!
The fire on the other side spread to your side!
You were about to storm back; then you realized it was your client.
“Yes, Sir. Yes Sir. True Sir. Sorry, Sir.”
“I will do, Sir.”
Though you showered a rain of Sirs, nothing changed much. Your client is getting even warmer and more explosive.
At last, you shouted back. He shouted back.
You again shouted. He also shouted.
Both raised their voice.
Screamed and cut the call.
Shouting match ended.
The day which was supposed to be a calm, quiet and serene one, ended up in total distress and despised.
When your client shouts at you, you must remember a few things before reacting outright.
- You don’t have to shout back if it is unnecessary and unreasonable to.
- The client may be upset because of: their issue, work pressure, organizational matters on the client end, losing the well-deserved promotion, or anything not in your control. In all these cases, where you are not the reason for the shouting match, help your client to calm down, find their senses, and counsel them. If it is not working, you can shout back, but creatively, not in uncontrollable and uncivilized way. Tell whatever you want to tell, with a firm and assertive manner.
- If your client is upset because of your mistakes, apologize, try to propose alternate solutions, and help them achieve them.
- Remember, you cannot control their action on you, but you are very much in control of your reaction.