Dealing With Angry Clients

Hey all,

We all know the feeling of dread (eg. pucker) when a linecard goes down because someone uploaded and then rebooted into a corrupt IOS on a core router and the phones start ringing off the hook… le sigh…

Here. It. Comes.

I AM LOSING THOUSANDS OF DOLLARS A SECOND….!!!

In having to deal with this and a multitude of other issue which caused client’s “concern”, I have found that the following thoughts and ideas can shape your perspective on how to address a client’s concerns in a manner that is beneficial to both you and them and will ultimately address the overriding issue at hand, which is the primary goal. (Is some of it positive psychological manipulation? yup… Knowing and understanding human behavior is the best way to deal with any issues, even in such a temporarily client/vendor relationship as addressing a new issue)
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