Turning a Negative Customer Experience Into a Positive One
One of the most difficult things about running your own business is that sometimes, you can't help a customer. For whatever reason, whether they are not happy with the product or services that you have solved them, or they think that they have been treated rudely (and you disagree), or something completely out of your control has happened, such as a delivery being made incorrectly ñ your customer is unhappy and that makes you unhappy.
But it is totally possible to turn a negative customer experience into a positive one, if you just take care of these three simple stages:
1. Apologize.
Even if you don't feel that the problem was your fault. Even if the problem was definitely not your fault! The number one reason that people complain is because they want to hear an apology, and often hearing that you are sorry will immediately make your customer feel better. You want to take away all of those negative feelings about your company, and an apology is the quickest way to do that.
2. Pull out the stops.
Sometimes it is possible to make your customer happy, but it takes a lot of effort. But don't let that put you off ñ customer loyalty is vital in this economic market, and if you can turn this negative customer experience into a positive one by bending over backwards for them, they will probably start singing your praises to all that can hear them.
3. Explain what you've done.
Most of the time, customers have no idea that even as they are complaining to you, you are trying to rectify the problem. A quick and simple explanation that you are working to make them happier will often stop them short, and you'll find that they start thanking you!
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