"A few weeks ago, I was covering our front desk on a Saturday afternoon. I recognized the person approaching the door as a newer customer. He stormed through the door, placed his keys on the counter in front of me, and demanded a refund on his new car purchase because the check engine light had already come on. I informed him his car was under warranty and I'd have a member of our sales staff take a quick look. I also told him that our service department was not working that afternoon and, if needed, we could schedule him for a diagnostic test at his earliest convenience. After our salesman went out to take a quick look and didn't see anything obvious, we gave him a loaner vehicle so his new car could be taken care of on Monday morning. He ended up leaving pretty happy that day, and I know my patience in hearing him out helped."

"A couple of years ago, I was asked to work with a high-profile client for his financial advising services when he came to our firm because my CEO trusted me to handle what he felt would be an arduous task. He was rather rude to our front desk staff. He demanded that we provide more returns than the previous firm he worked with. I took the time to listen to his requests and explained what my firm could provide. I laid out my experience and track record to build trust. I took the time to walk through my process, and he appreciated that. We are still working together, and his wealth is growing."

When facing challenges with your target audience, positively reflect the brand you are representing. You want your clients to feel valued, empathized with, heard, and understood. Share an occasion you did exactly this and left your client feeling remarkably more positive about their experience than when they first brought their concerns to your attention.