Turning a Negative Customer Experience Into a Positive One

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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Website Example: Burrito Loco Mexican Food

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How to set up a small business

If you want to strike out into the world of the self-employed, then starting up your own small business is the best way to start. But businesses often seem so complicated and confusing ñ what is required to make sure that your business is not only legal, but successful?

Well, here are the best Six things to do when starting up your small business:

1. Know what you want to do.
Whatever your passion is, there will be a way to make a living from it. If you know your area of expertise, then start researching and finding out what can make you money. Talk to other people within your niche, and see what they think is missing. By filling that space, your business could be a great success.

2. Make sure you can financially support yourself.
You'll need money to get you off the ground, so whether you have to beg or borrow, find some funding that can keep you afloat for as long as it takes to start being solvent.

3. Register your company name, and sort out the paperwork.
This is the long and complicated bit, but as long as you do everything right, you shouldn't meet any problems. After registering your company name, buy a website domain name, and get a Tax Identification Number. Find premises, if you need them, and make sure that you have all of the permits your area requires.

4. Hire employees.
This stage isn't for everyone, but sometimes small businesses need extra pairs of hands from the very go. Take people on that will work hard, and you can trust to do the job properly.

5. Start working!
The long hard journey to success starts here, but the rewards are marvelous. So get walking, and enjoy the views!

6. Set up a Website.
Today, more and more consumers use the internet to search for the products or services they need. Your small business will gain credibility by having a website. Without one, potential customers will go to your competitors that do. If you already have a website but it is "home-made", having it professionally redesigned will provide your business with a professional image which will inspire even greater confidence. For home-based businesses, this is particularly beneficial since you do not have a store front to promote your products or services.

Digital Coupons for small businesses

Digital coupons are a brilliant tool for small businesses, and can really increase your income. Here are four great reasons why you should start producing digital coupons:

1. They encourage people to purchase when they normally wouldn't.
Times are hard for many people at the moment, and often after their hard-earned money hits their bank account, they are loath to spend it on new things, or things that they do not consider to be essentials. Digital coupons, however, can encourage people to buy things that they weren't going to, but are swayed by the reduced price.

2. They reach new audiences, and create new customers.
Digital coupons are easily shared online, or through various social media. This means that your small business will be introduced to new audiences that you normally do not interact with. This can, in turn, give you new customers that you could never have reached normally.

3. They can bring people to your real-life base.
Small businesses often struggle because very few people try out different shops: they often walk straight to the shops that they already know, and just stick to them. But a digital coupon that can be used in a real-life shop will often draw people to come and visit you, to see your wares for themselves. This gives you the opportunity to create some lasting relationships with your new customers.

4. They can create excitement and buzz.
Who doesn't love coupons? The beauty of digital coupons is that they are accessible to anyone with a smart phone ñ which, let's be honest, is almost everyone. People get excited about money off coupons, and they will associate that positive feeling with your small business. Next time they need something, they probably won't need the incentive of a coupon to come to you.

Website Example: South Sudanese Braids

South Sudanese Braids by Ayak has been in service for over 9 years. All of our specialists sincerely enjoy what they do and it is reflective on the smiles and repeat business of our clients. We promise individual attention and great value for all of our customers.

Check out their website: http://southsudanesebraids.com/about-us.html

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Optimizing your website for tablet users

There is nothing more frustrating for someone who is using a tablet to access the internet to try and look at a website, and suddenly realize that absolutely no thought whatsoever has been thought into making it more accessible for users that are not using a typical computer. What is the point in your website if thousands, if not hundreds of thousands of people cannot look at it? If you run a website, and you haven't thought about people who will be viewing it through a tablet of some sort, then you are automatically preventing them to engage with you and become your customers. You are basically saying to them: ìYou don't matter.î

But studies have shown that more and more people are accessing the internet through their tablets, and so if you don't want to lose a huge chunk of the market, you need to start optimizing your website for tablet users. This is not as difficult as you may think; instead, it just requires you to think slightly differently about the way that your readers will interact with your web pages.

The first thing that you will need to do is make sure that the hyperlinks on your pages are incredibly obvious. In fact, it should be possible to tell what a user can click on without a mouse having to hover over the link ñ remember, on a tablet, this is not possible. It would be a shame for readers of your website to miss out on your shop because they don't realize it's there.

You'll also need to increase the size of your font, as well as all buttons, to make it easier to read and use for those that are using tablets. There are probably many other websites that are offering similar things to you, so viewers will not be loyal if they quickly get irritated with how small everything is on your website.

Lastly, make sure that it is really clear on your website where the contact form is, and make it easier to use. If someone on your website has a query, comment, or question, then you want to make sure that they can contact you easily, otherwise the fickle viewer will quickly move on. It only takes a few changes, as you can see, but it will make a huge difference to those that are using a tablet to look at your website.

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Website Example: Gordon & Associates

Website Example

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