How to "sweet talk" clients in community operations — User liquidation

Core principles: Empathy + rational analysis + support

Essence:

• Acts as "emotional first aid" and provides "trust restoration".
• The ultimate goal is to transform liquidation into an opportunity for client growth, rather than a relationship endpoint.

Script design logic

1. Emotion first, logic second

• Principle:
• Addresses emotional concerns first and then solves problems logically.
• Strategies:
• Empathetic validation: Acknowledge emotions (e.g., "I understand your anxiety") and avoid lecturing.
• Avoid blame: Refrain from critiquing client actions (e.g., "You shouldn't have used high leverage"). Instead, highlight external factors (e.g., "This extreme volatility was unprecedented").
• Timely support: Use supportive language during distress (e.g., "Your feelings matter, and we are here for you") to ensure clients feel heard and understood.
• Emotional outlet: Encourages clients to vent to trusted individuals or professionals once they're calm, preventing emotional suppression.

1. Minimize personal responsibility, maximize system improvement

• Principle:
• Reduce self-blame and redirect focus to actionable solutions.
• Strategies:
• Data-driven analysis: Explain causes objectively with data (e.g., "This was the largest price swing in the last three months").
• Case comparisons: Share success stories or case studies (e.g., "80% of users recovered losses within three months after strategy adjustments").
• Community learning: Host webinars or workshops with professional traders to share strategies for managing trades during adversity, fostering a collaborative learning environment.

1. Provide immediate support and long-term tools

• Principle:
• Solve immediate issues while preventing future risks.
• Strategies:
• Post-liquidation replay: Offer 1:1 sessions with dedicated staff to review critical trade points.
• Long-term risk management tools: Provide or recommend advanced risk control software to strengthen capital and risk control systems.

Notes

• Be objective and transparent:
• Ensure that recommendations and tools are grounded in realistic market conditions and data, with an emphasis on "learning" rather than "turning the tide".
• Protect customer interests:
• Remind clients to safeguard account details and avoid relying on information from unknown sources during distress.
• No false promises:
• Never say, "You will profit next time," as this may encourage reckless trading.

Example 1:

Thank you for sharing your feelings with us. I truly understand the sense of loss and frustration you're experiencing. Emotional reactions are completely normal after such market turbulence. Trust me, your feelings matter deeply, and we are fully committed to supporting you. This market shift indeed exceeded everyone's expectations. Over recent months, unusual volatility had already surfaced, but this abrupt change was unprecedented. You are not alone—many of our users face similar challenges. If you're open to it, we can review your trades together to identify areas for adjustment and optimization.

Example 2:

I understand the disappointment and unease you're feeling right now. The market is volatile, and the current conditions are presenting enormous challenges for many investors. Please know that your experience is not isolated. Many people, including seasoned veterans, have been forced to adjust their strategies due to these conditions. Moments like these call for looking beyond immediate losses to uncover valuable lessons. We are here to equip you with practical resources and tools, such as advanced risk management software, to better safeguard your future trades. I warmly invite you to our upcoming strategy webinar—its insights might spark new perspectives.

Example 3:

Hi there, experiencing this event is not just a personal challenge but a profound learning opportunity. I know how disheartening it is to see your account impacted this way. Regardless of the circumstances, we will stand by you, offering full support and assistance. The market shift was drastic and went beyond the typical investment scenario. Given the extreme conditions, let's work together to analyze your trading history and pinpoint areas for improvement. I'll arrange a personalized debrief session to help organize this and clarify key issues. Additionally, we offer proven risk management tools and resources to help you build a more resilient investment strategy. Protecting your account and refining your strategies are our shared goals. Together, we can turn this setback into preparation for future success.