The goal for every entrepreneur is that the public will be so happy with the product the business has brought to the world. It will change people’s lives and make all customers a little happier, make their lives a little better. But sometimes things don’t go quite as planned, and you wind up with a disgruntled customer or two – due to bad customer service, a poor product, or any range of things that customers can find to be upset about. How do you deal with it when an annoyed customer calls you up to yell? Read on for how to handle this situation.
If the business was really at fault – for example, the customer received a faulty product, or a customer service representative was rude and the record proves it – the first thing you should do is apologize. This can go a long way in easing the anger of the customer with the complaint. Fess up, and admit the business was in the wrong, and explain what you’re doing to prevent these scenarios from happening again.
For the customer’s annoyance and inconvenience, offer something to make up for it. If the customer received a faulty product, offer to send him or her a free one at no extra cost. If the customer was treated rudely by a customer service representative, offer a discount or a small gift card to be used toward future purchases. This shows that you are an entrepreneur who really cares about keeping customers around and making sure they are satisfied. Going the extra mile for each and every buyer will help ensure even the annoyed ones will eventually be happy again.
As mentioned above, after apologizing to the customer, it’s important to begin fixing whatever weak link it was that resulted in the unhappy buyer. Perhaps there is some faulty machinery that led to a poor product being delivered. Maybe an employee was not careful. Investigate, and ask your trusted employees to keep an eye on anything that may be off in the running of your business. Add safety checks to ensure every item is double-checked and triple-checked before delivery.
Showing customers you care about their input can be simple as leaving suggestion cards at the checkout counter or including a page on the website for people to leave feedback or complaints. But don’t just make these outlets available – make sure you are regularly checking up on what people have to say, and respond to them. Let them know that their voices were heard.
Just because a customer was disappointed once does not mean that you as the business owner cannot turn things around. There are many things you can do, as outlined above, to get the customer back on your side. Be gracious and understanding, and actively listen. Their feedback just might help you improve your business to even greater heights. For more information, visit our website at www.biz2credit.com.