“IT’S NOT PERSONAL, IT’S JUST BUSINESS.”

We’ve all heard that old cliché many times in mobster movies, when the hit man is about to terminate the life of his intended victim, “It’s not personal, it’s just business.” Of course, for the person hearing those chilling words directed at him or her, it is indeed very personal.


It’s one thing to respond defensively and even aggressively in circumstances which may threaten bodily harm to you or your family and friends. However, a similar response in day-to-day business situations is seldom, if ever, appropriate. Being shot at in the literal sense is a whole lot different than someone taking a shot at us verbally – as is bound to happen sooner or later from disgruntled clients.

When “doing the right thing” is the wrong thing to do.

When our character or integrity is challenged, the natural instinct is to fight back at the person disparaging us. Protecting one’s dignity and striking back verbally is how many people respond in tense interactive situations. This reaction seldom results in a positive outcome in personal relationships, even when you’re in the right. But in business relationships, especially when dealing with clients, there is rarely a good outcome even if your position is dead right.

When dealing with a confrontational client, being right and even proving you’re right can make the situation even worse. As mentioned above, people tend not to deal well in circumstances where their position on an issue is being challenged. They indeed take it personally; it’s like an affront to their moral fiber. “How dare you question me?”

The truth is that proving you’re right seems like the right thing to do. Digging in your heels and rejecting the client’s position may be the right thing to do to salve one’s ego. “There, I stated my case and that’s my position; take it or leave it.” But being right can cost you dearly.

Example: Unhappy with Workmanship

I don’t care how good a job your employees do for your clients, every owner will eventually hear this complaint sooner or later. Whether the complaint is legitimate or not, the situation must be resolved as quickly and amicably as possible, even if it means refunding the full price of the job. Yes, you read right; the full price of the job.

Naturally, you should make every effort to correct whatever it is the client is unhappy with. This should include a visit by you or a supervisor to (a) determine whether or not the team missed something, and (b) exhibit your genuine concern and professionalism in dealing with complaints. The sooner this is accomplished, the less likely the client is to stew and fume before your arrival.

If you determine that the team performed their work in accordance with instructions, the complaint may be due to client expectations not being met rather than promises not being fulfilled. This result can be avoided by setting out the ground rules from the outset, as with a tool such as our “HAPPILY EVER AFTER” brochure and Cleaning Checklist in our http://www.housecleaningbiz101.com/ program or some other written document clarifying the terms of the relationship (such as your cancellation and lockout policy, dealing with pets, what you will not clean, etc.). Reports of clients being upset because the team would not pick up after the kids or clean up pet accidents are examples of issues that can be avoided and need to be addressed before you begin the client’s schedule.

If you’re unable to resolve the client’s dissatisfaction, and the only resolution that will satisfy her is a full refund on the job, you have two possible courses of action:

1. You can dig in your heels, take the position that you provided a service for which you’re entitled to be paid, and if necessary, file a complaint in small claims court; or,

2. You can graciously surprise the client by offering a full refund – a result she likely never expected and one that will give her no reason to bad mouth you or your company.

Yes, you’ll be out the price of the job, but you may also avoid negative word of mouth and the loss of future clients. People tend to share bad episodes they have with companies at a ratio of 20:1 versus how they share good experiences with their friends and acquaintances. How can a client bad mouth you or your company when you satisfy her complaint without an argument? Just be sure to document the outcome in writing and keep a record of your cancelled check and the accompanying letter to the client.

Negative energy is a waste of time and resources

Some people feel that they simply must win every battle without considering that the objective is to win the war. They’re so fired up in the heat of the moment that they can’t seem to recognize how their anxiety is influencing their ability to arrive at a swift and mature resolution to the situation. It’s a “damn the torpedoes and full speed ahead mentality” which can have devastating consequences.

Think about it. We can spend years trying to build a respectable reputation in the community and thousands of dollars advertising why people should do business with us. Common sense should dictate that spending the price of one house cleaning job to reinforce your goodwill efforts is the course that a mature business person should follow.

The long and the short of it is, if we spend time and negative energy, which could be more productively invested on positive issues, we will wind up creating more stress then the cost of refunding the client’s money is worth.

Above all, don’t take it personally.

When a client is irritated over something they believe we did or didn’t do, there’s a natural tendency to take the affront personally. Understand that what matters now is that the client believes she is right, even if it turns out not to be the case. As difficult as it may be, try and separate yourself from the person to whom the beef is addressed. You just happen to be the person on the end of the phone to whom the caller is venting. Always tell yourself when you find yourself in this situation, “It’s not personal, it’s just business.”