An upset customer calls to complain about a product or service, and you’re completely caught off guard. Do you fly off the handle right along with him? Or do you respond in a calm, thoughtful way that salvages and even strengthens your relationship? A high-pressure scenario doesn’t have to blow your business relationship sky-high — in fact, you can use it as an opportunity to truly connect with your client and keep him around for the long haul.
Conflict is a normal part of business and we all need to learn how to deal with it the right way. Some customers are just plain difficult. And yes, “easy” clients can also become dissatisfied for a variety of reasons. The good news is there are effective ways to handle conflict and resolve issues.
Remember that quite often, unhappy customers will not even tell you they have a problem. They simply call another service provider. So, if a customer thinks enough of you to give you the chance to repair a bad situation, take it. Play an active role in making customers happy so that you can be sure to keep them onboard with you.
Here are five tips to help you keep good business relationships from going bad ... and rescue those that have started to sour.
1. Extend a peace offering.
It’s easy to reach out to customers when things are going well. However, it’s all too easy to avoid them when hard feelings are present. Don’t succumb to the temptation. Proactively reaching out to your customers can squash any negativity they may feel for you. Even the simplest gestures can be effective: Offer an apology when you’ve made a mistake. Then, make things right by extending a peace offering. It doesn’t need to be anything extravagant. It can be as simple as a handwritten note, a refund, or a coupon.
2. Don’t follow your ‘strike back’ instincts.
If a customer calls you fuming mad, your knee-jerk reaction might be to argue. Remember, though, fighting anger with anger seldom works. No matter how tough it is, do the opposite of what you feel like doing. Take a deep breath and remain calm. And most of all, diffuse your angry reaction by immediately assuring the customer that you will make it right. Instead of giving a defensive response, offer solutions. If you start working toward a resolution, your chances of keeping that customer are much greater.
The legendary retailer Marshall Field once overheard a clerk in his store having a discussion with a customer. “What are you doing?” he asked. “I’m settling a complaint,” the clerk answered. “No, you’re not,” said Field. “Give the lady what she wants.” We can all learn a thing or two from that.
3. Get them to listen to you by listening to them.
Customers will listen to what you have to say if you respectfully listen to what they have to say first. Knowing you are listening to their concerns can prompt customers to agree to your suggestions more quickly. Few people take the time to practice “curious listening.” We instead partially listen, get ready to respond, then let our minds drift. But if you can practice curious listening — a form of active listening — you will differentiate yourself as someone who really cares.
Steps to curious listening include hearing your customer’s message and repeating it back to them; asking questions that show you are trying to understand their concern; confirming you have correctly understood their concerns; and listening for remarkable or unique bits of information about the person that you can bring up again later.
4. Have a standard service protocol ready.
Creating standards and procedures for dealing with customers can help resolve conflicts. A service protocol will provide a way to enforce how conflict situations are handled. This allows you and your employees to resolve issues with those impossible and consistently difficult customers.
Start by recalling past difficult customer situations. By examining how difficult customers were handled in the past, you can figure out what you’re going to say before a problem arises. Your service protocol empowers employees to become connectors. They might think offering a discount or a coupon is the right way to handle a situation, but they may be worried that you won’t approve. With the protocol, they know what they can immediately offer to the client.
5. Ask for feedback.
You can avoid some conflicts by ensuring customers aren’t suppressing problems. Constantly ask for feedback. It’s amazing how rarely businesspeople do this — they’re usually just keeping their fingers crossed that all is well. But a sincere inquiry about a customer’s satisfaction is a path to making a connection.
Supply customers with anonymous feedback surveys, ensuring their responses are as honest as possible. And when a problem has been addressed, ask them if you handled it to their satisfaction. Asking for feedback is a great way to rectify problems before they sour a client relationship.
LOYALTY RULES
Customers who feel a connection with you are loyal and will stick with you through thick and thin. Dissatisfied customers not only go elsewhere, but they also tell others of their dissatisfaction. By actively and sincerely resolving customer conflicts, you are not just fixing a problem for them; you’re turning those dissatisfied clients into delighted ones.
