One way to make your business stand out from the competition is by providing exemplary customer service. In fact, this is one of the reasons most often cited for repeat business for many companies. Sometimes, no matter how hard you try, customers have issues that make them justifiably upset.

These are the teachable moments, where you can make your business shine, deepen your business relationships, and earn the loyalty and trust that builds repeat business! It all depends on how you handle the problem.

Upset customers deserve to be handled carefully because:

  • A dissatisfied customer will tell their friends, family, and business associates about their experience.
  • For every complaint, there are 26 other customers who are unhappy but won’t complain.
  • It takes 12 positive impressions to make up for a single negative experience.

To take your business and relationships to the next level, avoid making these three common customer service mistakes!

  1. Don’t Diagnose Too Quickly – If you come up with a solution before you fully understand the problem, you’ll just frustrate your already unhappy customer. Ask questions and when you understand the problem completely, ask the customer what they’d like as a reasonable solution before you offer more than they expect! Get them to “bid” first!
  2. Don’t Fix The Problem, But Leave the Customer Angry – Have you ever got the solution you wanted, but still vowed never to do business with that company again? You need to fix the problem AND preserve the customer relationship. Step one, be empathetic! Let them know their business is important and you genuinely want to help. Let your customer know you value their business, and their satisfaction is important to you! It’s not just about fixing the problem, it’s how you make them feel that creates repeat customers.
  3. Do What You Say… Don’t just talk. Follow through and honour your promises. Keep the customer posted on the progress of their claim, especially if there’s a problem. Provide them with updates, and show them you’re a priority. Lack of action and poor communication do the most damage!

If you deal with the public, it’s inevitable you’ll have to deal with an upset customer at some point. Strengthen your communication skills, and avoid these common mistakes to create loyal fans of your business!