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Follow up with that problem customer
Q: We recently had a billing dispute with a major customer. Although the problem has been resolved, I want to send a follow–up to show them that I value their business. Do you have any suggestions?
A: The best suggestion is a letter explaining how you feel. Be honest and let them know how important they are as a client and hope that this never happens again but also admit that it might. After all we are all human beings—we all make mistakes and we don't always agree with one another. But the true test of any relationship is knowing that someone cares.
Always remember it is not what happens but rather how someone reacts to what happens that is important. When someone is sincere and they are trying as hard as possible to make things work, it's hard to stay angry or upset with them.
Don't be afraid to inject a little levity into the situation. Have some fun with what happened. It could become a focal point for laughter for years to come. The formula for humor is Tragedy + Time = Laughter. Just make sure you are sensitive to people's feelings and the humor is self–deprecating humor, which works the best.
Some issues discussed in the expert forum are complex and continually changing.We recommend you consult a professional advisor about your specific circumstances, needs, and applicable laws. More details.