When things go wrong with people.
WHAT SITUATIONS ARISE
Unreasonable demands Anger about a genuine failure Persistent requests for free work Abuse toward your team Public complaint
WHAT TO DO ABOUT A GENUINE FAILURE
Acknowledge it plainly, fix it, and say what prevents recurrence.
WHAT NOT TO DO
Argue about details Blame the customer Offer compensation before understanding
WHY ACKNOWLEDGEMENT FIRST
Most anger is about not being heard.
WHAT TO DO ABOUT UNREASONABLE DEMANDS
Be clear about what you will and will not do, once.
WHY ONCE
Repeated softening invites further demands.
WHAT TO DO ABOUT ABUSE
Not tolerate it.
WHAT THAT MEANS
Stating that you will help, and that the conduct must stop.
WHY IT MATTERS
Your team's willingness to do the work depends on being protected.
WHAT TO DO ABOUT PUBLIC COMPLAINT
Respond factually, briefly, and offer to continue privately.
WHAT NOT TO DO
Argue publicly, whatever the merit.
WHEN TO END A RELATIONSHIP
When the cost exceeds the revenue, consistently.
HOW
With notice, a refund where appropriate, and help exporting their data.
WHAT TO RECORD
The whole history, before it becomes a dispute.
