Part of doing business means dealing with customers. Your customers pay your bills, refer new customers, and provide you with valuable feedback. So, when a customer is disgruntled, it’s important to quickly find out what the problem is and work on a solution.
Admit the Mistake
personally owning up to a mistake can help to calm someone down. The simple act of saying “i’m the one who did it, and for that I apologize” can work wonders.
Communicate Quickly
This might be more of an issue in the web world since if you’re a small business manager and an angry customer approaches you in a physical store, you can’t really walk away. i’ve found that quickly responding to customers that have complaints or feedback helps to gain trust and loyalty. If someone is upset, the last thing you want is their anger to fester.
Work Your Butt Off
Most customers realize that you’re human and that problems do happen. After acknowledging that there is a problem, fix it in a timely manner. Some of our most loyal customers today were once disgruntled, but changed their attitudes when they saw i was willing to work nights and weekends to give them the product they deserve.
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