4. TAKE RESPONSIBILITY
Take responsibility for resolving your customer's complaint even
if the problem was not your fault. Apologize for the incon-venience. Briefly explain the probable cause of the problem.
Then tell your customer exactly what you will do to correct it.
Don't focus on blaming someone else for the problem. It sounds
like an excuse. And never stretch the truth in your response to a
complaint. Making excuses and explaining something the customer
suspects is inaccurate can destroy your credibility.
5. COMPENSATE YOUR CUSTOMER FOR THE INCONVENIENCE
Complaining customers hope they can get a satisfactory solution
to their problem. But they often expect to get something less.
Surprise them by solving their problem AND giving them something
extra to compensate them for their inconvenience. This helps
customers forget about the problem they had. Instead, they will
remember the special attention you gave them.
6. FOLLOW UP TO CONFIRM SATISFACTION
After solving your customer's problem, follow up to confirm their
satisfaction with the outcome. This reinforces your relationship
with the customer.
Once you confirm the customer is pleased with the way you
resolved their complaint, give them a special offer not generally
available to other customers or prospects. Offer them a special
discount on their next transaction. Or offer to include a special
bonus item with their next order. This motivates them get back
into the habit of buying from you.
7. TAKE ACTION TO PREVENT SIMILAR COMPLAINTS
After resolving a customer complaint, try to identify exactly
what caused it. A complaint often reveals some weaknesses in your
business procedure. Many times this weakness is minor and you can
easily correct it to avoid similar complaints in the future.
Customer complaints can cause you to lose future sales from
customers and from everybody else who listens to their sad story.
Don't let that happen to you. Use these 7 simple actions to turn
your customers' complaints into more sales.
About the Author: Bob Leduc is a Sales Consultant with 30 years experience in
building successful businesses. He just released a revised
and completely updated New Edition of his manual, "How To
Build Your Small Business Fast With Simple Postcards", and
several other publications to help small businesses grow
and prosper. Email BobLeduc @aol.com
Phone 702-658-1707 after 10 AM Pacific Time/Las Vegas, NV
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