Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
By Kevin Stirtz
Enhance your Customers’ Experience and sharpen your Customer Focus to differentiate your organization and build long-term loyalty and profitability.
If you need help, check out our book, That’s Customer Focus!: The Overworked and Under-appreciated Managers Guide to Creating a Customer-Focused Organization.
Everything you need know and do to create and implement your strategy is covered in this great book.
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Kevin has a terrific book. It’s called “More Loyal Customers” . Check it out.
Make it real and genuine. “Mrs. Jones, I’m really sorry this happened. I can understand why you would feel like you do.”
When you apologize you are NOT taking responsibility for causing the problem. You ARE taking responsibility for finding a resolution. That’s what complaining customers want.
3. Thank them
This might sound difficult to do. But it’s just as important as listening and apologizing. Complaints and concerns are priceless information. They help you know how to improve your business. They are a valuable asset. And what do you do when someone gives you something of value? You thank them, of course! So thank them for their feedback.
4. Ask what they want
Here is where most companies fail when handling complaints. They automatically respond with a generic offer of compensation (or they offer nothing). They might take 10% of the bill. Or they offer the customer a 50% discount on their next visit. Or maybe they just give them their entire meal for free.
The problem is if you don’t know what they want, you can’t give it to them. And responding with a stock offer tells them you don’t care enough to meet their needs. It might even offend them. Not everyone who complains is looking for a freebie.
Ask them how you can “make it right” for them. Then (unless they’re completely unreasonable) do a little more.
5. Fix the problem and follow up
If you are able to reach out to your customer, after you have fixed the problem, do it. Let them know you have fixed the problem. Tell them how much you appreciate their help. This puts you miles ahead of your competitors. It builds tremendous credibility for you. It shows them you listen, you act and you care.
Complaints don’t have be a stain on your day. They can (and should) be something you look forward to. Encourage them because they are gold for your business. Handle them well and you’ll have more loyal customers than ever before.