Your business can never grow when you fail to fulfill your customer’s needs and earn their approval. And this goes beyond simply providing what your clients ask for. What about dealing with customer complaints? If your clients feel unsatisfied with your products and services, you need to find a solution to restore their trust and loyalty in your business.
Even the most loyal customers will complain if your products or services fail to meet their expectations. As the business owner, it’s your job to find out why they had a bad experience and do your best to make it right. Let’s look at a few ways you can do that.
Even your most satisfied customers will have an occasional complaint. As a business owner, your job is to respond professionally to all feedback. Here are a few strategies for doing so. #PlatinumCopiers #smallbusiness Click To Tweet
Establish Communication with the Customer
Effective communication with unhappy clients is essential for any business that wants to resolve customer complaints. More importantly, even if you think you’re being perfectly clear, the communication format you use may be part of the problem. It’s notoriously hard to discern a person’s tone of voice from written messages, for example. Try speaking with the client over the phone instead. Ask specific questions about their experience and how your business can improve. Find a method of communication that helps both of you avoid misunderstandings and gives the client the voice they want.
Offer a Solution
Never ignore a customer complaint. You should acknowledge the problem and find an immediate solution to keep it from happening in the future. Offer a replacement for a faulty product or a do-over for subpar services. Solving the problem proves to customers that you care about them.
Be Prompt & Professional
When you receive a customer complaint, you should keep two behavioral guidelines in mind. First: don’t put off responding! The longer you wait, the more frustrated your customer will become and the more out-of-touch your business will seem.
Second: keep things professional. Don’t respond in kind to an irate customer airing their grievances on social media. Offer a quick apology online and ask to take the conversation to a private channel like a phone call. Never delete a public complaint or bad review either–that just makes you look worse.
Keeping Customers Happy
Dealing with customer complaints can be quite challenging. But as a small business owner, this will be an important part of your workday. Listen to what your clients are saying and respond accordingly. And above all, remember that even the angriest reviews likely contain valid criticism to consider.
Contact us for more tips and ideas for handling customer complaints.