Saturday, April 04, 2015
Managing Upset Customers
When you run a business, one of the keys to reaching success will be making sure that you know how to manage customers who are upset, or who have a complaint about the way they have been handled by you, your employees, or your company. When an upset customer has a legitimate complaint, they can ruin a lot of business for you if they share their complaints with others, but when you are able to fix a situation with an upset customer, they will often be so impressed with the way you handled things that they will end up sending more customers your way! Regardless of whether you feel their complaint is legitimate or not, the first thing you need to do is to acknowledge the problem; when you acknowledge that their complaint and convey that you understand the complaint, you will be on the right path to making the situation better. Secondly, you should start taking steps to resolve the problem - but the mistake that many people make when trying to resolve a problem with a customer is that they allow the customer to dictate the terms of the resolution. Remaining helpful while keeping the power in your hands is a delicate balance, but this is an importance balance to maintain - otherwise, you may end up with a customer who is not satisfied no matter what you do. Finally, it is important for you to recognize the fact that some customers actually will not be satisfied no matter what you do; these are the customers who tend to complain with every company they deal with, and the best way to deal with such customers is to do the best you can and then send them on their way! Managing upset customers is not always easy, but it is one of the most important aspects of keeping your business in good shape - and when you can start to do this effectively, you will maximize the positive news that customers spread about your company.