101: HANDLING COMPLAINTS
In a perfect world, all of our businesses grow flawlessly and profits rise on their own. But in reality, how a business handles a complaint can be the difference between a bad reputation and a lifelong client. Here are three ways to keep your customers:
Timing is everything. Follow up immediately. Touch base, hear them out, let them know what went wrong and what you plan to do to make sure the situation doesn't occur again, says an article at Inc.com. “In some cases, you may even wish to send a small gift as a token of thanks for the person's help in improving your business,” the article states. Make sure all employees know this process.
Clarify. Anytime you're trying to discuss a challenging situation, acknowledge what the other person is saying. Using phrases like, “What were you hoping would happen?” lets the other party know you're listening, says an article by Terence R. Traut at BusinessKnowHow.com. “It clears the way for us to move forward by helping defuse the emotion and placing us on the side of the customer.”
Social media raises the stakes. Customers know they can take their problems with a company online. “Many company leaders close their eyes and ears to the rising impact of social media, and consequently, to the damage complaints on Twitter, Facebook or YouTube can do to their company,” states an article at PsychologyToday.com. The article says that many executives are also in denial about how poor handling of complaints contributes to customer attrition.n
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