How to handle angry clients

Alex In My Inbox #122 ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­   Gamma has become my go-to platform for creating beautiful presentations. See why with their [generous free plan.](     Hey there, Welcome to Edition 122 of Alex In My Inbox. Alex In My Inbox is a weekly copywriting series where I share interesting, actionable, and hilarious copywriting tips from "Alex". Alex is an anonymous copywriter who shares these tips with me so I can share them with you.  Today, Alex has an email for us about what he’s learned about handling situations where your client is really unhappy, and how to avoid getting fired if you mess up. This is a good one. Let’s see what he’s got. But first...  Gamma has become my go-to platform for [creating beautiful presentations.](  I've found them to be a modern alternative to PowerPoint that's powered by AI.  Their AI helps you create, design, and refine all your content incredibly fast.  Outside just presentations, you can also use Gamma to create beautiful documents, and they just released a new websites feature.  For anyone who lacks design and coding skills (like me), this is a [tool worth trying.](  They have a generous free plan you can [check out here.](  sponsored Now let's dive into today's edition 👇     Dear Chase, We’ve been working together for a long time. Actually, I should say, I’ve been working for you for a long time. Since September 2020. We go way back. And honestly, I think in those 3.5 years, you could count on one hand the number of mistakes I’ve made as your copywriter. And they’ve all been pretty minor. This has always been the case for me as a freelancer/agency owner. I’ve been able to mostly skate through my career so far without having any major mess-ups that would cause significant lost revenue or embarrassment. However… I’ve had 2 doozies that will haunt me for the rest of my life. 2 major mistakes I remember in my 4 years of freelancing that I wish never happened. I looked so stupid. They were bad enough that if I were the client, I would have fired me. But I know this one trick that I learned a long time ago to get through those really bad mistakes without getting fired. If you ever find yourself in a pickle as a freelancer, just remember this. It’s the Nail In The Ice Cream story. Imagine you plan to go to an ice cream shop after work. You’ve had a terribly long day, everyone’s annoying you today, and the only thing you give a shit about all day is this ice cream. You drive there straight from work to get a cup of your favorite flavor. After waiting in line for 20 minutes behind a bunch of screaming children, they finally hand you your cup of ice cream that you paid $16 for. Within 3 spoonfuls, you notice something hard lodged in your cup of ice cream. It’s a nail. Not a fingernail. A fucking nail. Like a stainless steel nail. And it’s in your ice cream. HOW in the world does that get in your cup of ice cream that you waited all day for, and paid SIXTEEN DOLLARS for? You’re pissed. You speed-walk up to the cashier and tell her you found a nail in your ice cream and something needs to be done about this. The girl working there is obviously young and doesn’t like her job. She tells you to relax, puts a glove on, removes the nail from your ice cream, and hands it back to you. That was the extent of her customer service. Now, you’re 10x more pissed than you were after having just found – and I cannot stress this enough – A NAIL IN YOUR ICE CREAM. Depending on how bad your day at work was, this could be end game for you. You might just go lay down on some train tracks. But let’s rewind. You find the nail in your ice cream. You march up to the cash register. You explain the situation to the girl who works there, and because she loves her job and wants every customer to be happy with their product, she is absolutely, positively, completely mortified at what you just told her. Her heart rate rises to about 120 bpm, and you can see her eyes welling up. “Oh…my…goodness gracious,” she replies. “In my 3 years of working here, I have never had anything this horrific happen. I absolutely cannot stress how disgusting this is. I would NEVER accept this from myself or my team. I am so sorry.” She continues on, through tears, as her vocal pitch crescendos further: “We’re shutting down the store for the day. I can’t, in good conscience, allow this place to continue to accept customers after knowing what you’ve just had to go through. And the employee who made this ice cream is fired. Not only am I going to personally make you a new ice cream, but you, sir, will never have to pay for ice cream ever again at this establishment.” She goes on. And at this point, you’re not even really mad anymore. She’s so much more pissed than you were. You tell her, “Hey, it’s like…really not that big of a deal. It’s just a nail. I just wanted a new ice cream...” And such is the art of dealing with angry clients. All you have to do is get angrier than them. Understand? Yours truly, Alex. Sent from my Ice Cream Maker (I just have ice cream at home now) P.S. The guys have a new podcast episode where they share million-dollar course secrets. [Check it out!](     I hope you enjoyed this week's Alex In My Inbox edition. Have a great weekend, Chase    Things Worth Checking Out:  1/ For ecommerce brands looking to provide the perfect customer support, every time, check out why so many brands are [switching to Richpanel.](  Their platform that combines the best of AI and humans to respond faster, manage all channels & [scale your customer service.](   2/ I'm speaking at the #1 ecommerce event in September. This is the ONLY in-person event I plan to speak at and attend this year. I HIGHLY recommend [purchasing your ticket]( ASAP as they sold out last year. 3/ Convert Instagram Followers into Email & SMS Subscribers:  Instagram users can now subscribe to your email & SMS lists in Klaviyo, Attentive, Sendlane, Yotpo and more - without leaving Instagram. Own your Instagram relationships by getting your followers to opt-in to email & SMS.  This is an awesome new strategy for list growth powered by my friends over at [Gatsby.]( I am actually an early investor in their tech, and I have been a big fan of them for years now. What started as a simple connection to sync Instagram follower counts into Klaviyo continues to expand and grow.  If you’re not using Gatsby today, I highly encourage you to [check them out.](  With Gatsby, you can convert your followers into subscribers and then keep Instagram in sync with Klaviyo. So when that follower posts UGC tagging your brand, you send them an email or SMS. When a follower grows their audience, you offer them a collab deal. You get the idea, super powerful tech for [connecting the dots between email and social.](     Thanks to my partners above for their endless support.     P.S. Here are two ways we can work together:   1. If you own/run an ecommerce brand and are looking for a best-in-class email marketing agency, [please fill out this form.]( 2. If you want to grow your LinkedIn following, [here's some info on my LinkedIn Growth Service.](     © 2024 Chase Dimond No longer want to receive these emails? [Unsubscribe](. Chase Dimond 2960 Champion Way #1701 Tustin, CA 92782