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What’s the best way to handle this?

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Anonymous

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What’s the best way to handle this?

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I am in print media sales industry. I am the one selling ad spaces. They way we do this is to invite leads to a free interview and the end goal is to sell an ad space.

Our promise is that when they buy, they will have a free exposure on the editorial plus they will have an exclusive sponsored content. Note that the narrative on the editorial will be up to our board to decide.

All quotes that we used in the editorial and their exclusive content were approved before publication. At no point did I get a hint that they are unsatisfied with the service.

Our client bought a page and was not happy with the outcome of the editorial’s narrative.

I already responded to their concern letter and we gave them free visibility and space on our other media channels but they don’t want to do this. Instead, they’re demanding for a full refund.

This is beyond my capacity already, but I felt like no one (even my boss) will step up to face them except for me as their sales coordinator.

What would you do in this situation? This is super overwhelming for me.

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  1. Anonymous

    You said you feel that others will not step in - have you asked already or is this born of previous experience or internal doubts?

    I will proceed on the assumption that you are on your own. Please consider the following:

    Has the client explained exactly what about the editorial displeased them? If not, you should get as much information from them as possible.

    What does their contract say about satisfaction, refund, etc?

    Given that they bought an ad space and the editorial narrative was a free additional service, it seems unreasonable to give in to their demands of a full refund.

    If it was me, I would collect the information from the first two points above, make a decision that follows the contract, and offer a compromise that addresses the client's concerns (unless the contract entitles them to a full refund - in which case, give them the refund and gather as much information as possible from the client to learn from the experience).

    They're not likely to take a compromise without some fight, so you will need to prepare yourself to be empathetic, but firm. Make sure you back your decision with their contract that they signed, remind them that they approved the quotes for the editorial, and above all else, emphasize that their business and its needs are important to you and your company. You're there to help in any way you can, but unfortunately what they're requesting isn't something you can offer. Work together to find a middle ground.

    Prepare, breathe, and remember that some people just can't be pleased and that's not on you. You got this.

  2. Anonymous

    I'm not sure I understand. You say that the content was approved before publication? Approved by who? If the client approves the content, it doesn't sound like they have any recourse. Have you determined their objections and why they weren't caught before the approval process?

  3. Anonymous

    My question is, why are you trying to throw yourself on a grenade? Has it been determined that your company will be issuing a full refund? If so, was it your decision? If it wasn't, then I don't know why you're so concerned about what happens. Is the refund pulled from your commission or something? Even if it is, I would be mindful of the manner in which 'step up' to a client you want to do business with again in the future. Having a clean-up conversation, sure. Stepping up? Sounds like a good way to lose future business.

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