1. Be Prepared...
Let's face it...you can please some of the people
all the time, but you'll never manage to please
all of the people all the time. There will be
unhappy customers...that's the way life is.
There's not a lot you can do about it...or is
there? Being prepared to take a loss to keep
a customer happy may seem like poor business
sense at first glance, but think of it this
way...if you make him happy today, he'll reward
your efforts by returning to your store time
and time again. Yep, taking a loss today, will
pay off in the long run.
2. Be Ready with
a “Quick Fix”...
Dissatisfaction multiplies at a rapid rate!
Have you ever complained and waited...and waited...and
waited for someone to get back to you? Yeah,
the whole time you're impatient and disgruntled
the problem seems to grow bigger. Let your unhappy
customer know that you are getting right on
the problem. Even if it can't be fixed immediately,
he'll know that it's important and a high priority.
3. Be Professional...
One angry customer plus one angry salesman doesn't
add up to a great solution. Forget about the
mannerisms of the ticked customer, and keep
your cool. Often a professional and calm response
will in turn calm and quiet the tirade of the
unhappy customer. And that my friend, is much
more likely to get the results you are looking
for.
4. Be Responsible...
Go ahead...take the responsibility for the problem...even
if it wasn't your fault. Hey, an “I'm
sorry,” goes a long way toward fixing
the problem. Once you've apologized for the
inconvenience your customer has experienced,
you can get down to the dirty business of fixing
the problem. It never pays to fix the blame
or make excuses. Customers see right through
it, and respect honesty rather than excuses.
Keep your credibility intact with a simple apology.
5. Be Considerate...
Disgruntled customers often fear their complaints
will be overlooked and overreact to get the
attention they feel they deserve. Let them be
surprised with the sincere consideration you
give to the problem, and watch their anger dissapate.
They'll walk away from a possibly explosive
situation with a pleasantly surprised attitude.
They'll remember that much longer than the problem
that brought them to you in the first place.
6. Be Confirming...
It pays to double check on the satisfaction
of a one-time dissatisfied customer. You may
even want to reinforce a good relationship with
them by offering a special discount on their
next purchase! Getting them back in the habit
of shopping with you can only benefit your business
in the long run.
7. Be Attentive
to the Cause of the Problem...
Once the customer has been pacified it's time
to get to the root of the problem. Hey, chances
are pretty good that others have been unhappy
about the same problem, but haven't vocalized
a complaint...at least to you. They may very
well take the time to gripe to their friends!
Take the time to fix the cause of the problem
to avoid similar complaints in the future.
Don't let customer complaints get you down
or cause you to lose future sales opportunities.
In a few minutes you can turn their frown upside
down, and make loyal customers out of the most
disgruntled. It just takes keeping your head
on your shoulders, and implementing these 7
steps to ensure positive results.
Who is Allyn
Cutts, and why should you care?
Allyn has spent over 24 years helping businesses
like yours find new customers and increase sales
to current customers. Allyn is a marketing and
sales fanatic, providing measurable marketing
solutions that drive huge results for small-to
mid-size business clients. Allyn works personally
with clients to design and deliver off-line
and on-line direct marketing strategies that
focus on metrics and measurable results. You
can learn more about Allyn Cutts at www.AllynCutts.com
and you can call 610.437.4106 between 10 AM
and 4 PM Eastern Time Tuesdays and Thursdays.
