There is no avoiding the fact that everybody makes mistakes throughout their entire career. Of course, you should do your best to minimize mistakes especially when customers are involved, but errors are inevitable. Until the day comes when robots are automating all of our services, humans will always be prone to messing up on occasion. This means that you, as a small business owner, should expect that mistakes will inevitably happen and have a follow-up plan. Do not let the mistakes your startup makes lose you customers by utilizing these tactics:
Handwritten Apology – Customers understand that mistakes happen. If you properly address the error, odds are likely that customers will forgive you. One great way to ask for forgiveness is through a handwritten apology. Acknowledge your faults and tell them it will never happen again. Empathize with them and then offer them a sincere apology. Handwriting the apology makes it much more meaningful and touching to the customer.
Refund – If necessary, give the customer a full refund on the product or service. If the product is replaceable, give them a new one in its stead. Demonstrate that you are willing to go the extra mile to make up for your mistakes. Customers like to feel that they are heard and their opinion is valued. There is no better way than to give them a complete refund.
Coupon – Sometimes a full refund is impossible in your line of work. As a small business owner, you have to offer something to a customer after you made a mistake. Another possible option is a coupon for future purchases. You could offer 50% off the next time they purchase your product or service. What is most important is that you make a conscious effort to make your customer feel better.
Making Changes to Avoid Repeat Mistakes – Although mistakes are inevitable, you should make sure to avoid making the same mistakes twice. No small business starts out perfect, but they work toward perfection by consistently learning from their mistakes. This is a key to running a successful small business. Immediately implement changes in your business model that will account for the potential errors. Maybe this means incorporating a checklist for your employees to follow or hiring someone new for quality assurance. Demonstrate to your customer that you are taking active steps to improving your small business.
Making a mistake and displeasing a customer is hard for any small business, but just remember that you can bounce back by handling the situation professionally with care. From full refunds to handwritten apologies, show your customers that they are important and they will forgive you. If you need more advice on a particularly tricky situation or about small business financing, be sure to visit biz2credit.com and speak to a representative.