Sometimes it’s hard to keep your customers satisfied in your brand. They may have written a bad review from an unpleasant experience due to your business. Maybe you don’t have what they looking for immediately. Each person has his own reason why they want to deal with a business. In case you do get a bad review or tweet via social media, you may find some folk maybe receptive to some reassuring feedback. Here are some ways to help you deal with unsatisfied customers.
Listen to Their Point of View
It’s important to take a listen before you get bent out of shape. Remember, you’re supposed to be there for the customer. What exactly is the problem at hand? Having an open ear to listen will show that you genuinely care about the customer and their needs. This is very important because you can get an idea of where they are coming from in a clearer space. It might even be wise if you listen from the phone rather than in person. This way they will have calmed down a bit more and can address their thoughts better. The customer is typically right but in this case, it’s more about making them feel comfortable and building trust.
Search for the Middle Ground
Let’s say they had a bad experience at a restaurant and they write a review. Maybe instead of saying you’re right on something, you can find out what they need. If the request from the last experience isn’t too strenuous, maybe you can give them a better experience. Make a proposition that their next meal is free or half off. This may entice them to come back and you’ll make this go around much better. It could give you a better review. While this may seem like a sacrifice at first, it’s actually a good investment into your future because they will show the before and after.
Be On Their Side
There’s nothing like good support. Of course, we can’t always give them what they want. If you’re in a scenario where a customer just missed a sale or a return policy, you can tell them “I’ll see what I can do.” This at least shows some courtesy especially if you’re a small business. Customer service is the key to being successful because client counts. You may be able to give them a small discount or some credit toward the next item. While it may not be the ideal thing for your customer, it at least shows some general gratitude.
Use Their Insight for Future Growth
If you happen to get a common set of complaints, you might want to adjust your practices a bit. Complaints can be a great indicator of things you need to improve in your business structure. Take this criticism constructively and apply it to weaker areas of your business. This can honestly help your business create more longevity. Additionally, it shows maturity that you take heed to advice or concerns. This open minded feel will work wonders because you can show how much the customer’s opinion matters.
These are just a few ways you can help your small business sustain for a longer period. Use the complaints to help you become more understanding and make improvements on the weaker areas of your business.