A pound of cure in a bad customer experience (Pt. 2)
In a pervious post I looked at what an Ounce of Prevention might look like in preventing a bad customer experience. (You can read it here).
Now lets talk about what to do when a bad customer experience happens.
- Do Not Take It Personally:
I know a few small business owners who take a customer responding badly to their product or service after a failure really personally. When someone takes personally a bad review or a customer expressing their bad experience it can interrupt their logical thought process in trying to make amends.
It is vital to remain emotionally distant from the situation so that you can respond in the proper way. Responding from an emotional position can end up escalating the situations and it will end up being more damaging to the brand. This also involves giving the customer the benefit of the doubt and not assuming they are just out to try and damage your business.
Listen to what the customer is saying when they have a complaint to share. This is an opportunity to 1. Show empathy and 2. make a customer into a stark raving fan!
Think about it! You have a customer who cares enough about their experience to tell you about how to make it better. There are those who are just out to try and get something for free but we should use this as a chance to become better.
- Finally customer may be entitled to some renumeration. If someone’s order was messed up, your product failed, or your service fell well below expectations you may need to reimburse the customer in someway. This is one step that can really make the client feel valued and could prevent you from losing a customer to getting at least one more chance to prove yourself to them.
If they comment on social media and the comment is legitimate, do not delete their post! Respond with kindness and an offer to rectify the situation. People will notice the response and generally reward you for it.
If you take this fail and do your best to turn it into a win a customer might end up having a great experience and you know what happens when a customer has a great experience? They tell people!
Everyday we have a chance to win and make stark raving fans. Make it count with every customer!