A few months ago, I lost a client. He simply sent me an email that said something like “I want to take a break from using your services for awhile.” There hadn’t been any complaints on either side, or at least none voiced. As far as I could tell, we had an amiable working relationship. But, since I am fairly paranoid, and really do strive to provide outstanding service, I asked if he was unhappy, and if so, could I have a chance to remedy the situation. He didn’t respond.
Now there could be a million reasons that he wanted to take a break, and it took me a few days to convince myself that answering the question about whether or not he was unhappy with my service might have made him uncomfortable. Maybe he was having money troubles, but didn’t want to say so. Maybe I had somehow offended him, but he doesn’t like confrontation. Maybe he just overlooked the email. Eventually, I had to come to terms with the idea that, even if I had somehow messed up, it’s okay.
No matter how hard you try to please everyone you work with, no matter how much time you spend tweaking your site, your newsletter, your invoices – every customer touchpoint – there is still the chance that you will inadvertently do something that one of your customers doesn’t like. Sometimes you never even know that you did something “wrong.” Worrying about what might have gone wrong is pointless.
The best thing to do is to carry on, doing the best job you can for your current and future customers. Just keep on being as helpful as you can be. Strive to make sure there are more people who are happy with what you do than those who are not.