What Do You Do When Customers Complain?

Tell me…. what do you do when your customers complain?

It’s true that you just can’t please all of the people all of the time, even if you run yourself into the ground trying. There will always be someone who is not happy with what you have done. So what is a small business owner to do?

First and foremost, don’t be rude or dismissive. The customer’s complaint might seem uncalled for or insulting but that doesn’t mean it’s unwarranted. You must treat every customer complaint seriously and with respect for their feelings.

Remember that every unhappy customer will talk about their experience to as many 20 people. Those people are your potential customers and they will never hear your side of the story. Going the extra mile to keep unhappy customers happy is always a good idea to prevent them from damaging your business.

Second, if the customer asks for a refund or replacement product, give it to them promptly.
Make sure that you convey your apologies for their time and trouble. Go the extra mile and show them that their business is important to you. Even if you don’t want their future business, you have effectively minimized your exposure to negative feedback.

Customers tend to appreciate your effort if you take the time to apologize. Simply say that you’re sorry things weren’t to their satisfaction and you appreciate them taking the time to tell you so that you can improve your product or service. You want them to walk away feeling good about your business.

Having people know that you respond well to complaints is some of the best marketing you can get. Knowing that you treat customers well is a great way to insure they come back, tell their friends and do business with you again.

Remember good customer service is the life blood of your business so make sure you handle it with care and consideration.

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