Actually I would like to think that there are not many times when we make you unhappy.
How To Save An Unhappy Customer
This is a title that is bound to get the attention of any and every small business owner.
Each customer we have is such a precious commodity and we want all of them to leave our business with a smile on their face.
But, every business occasionally makes a mistake that results in a very unhappy customer.
How do you take an angry customer, who heatedly tells you they will never do business with you again and turn them into a repeat customer who says you're the best business they ever dealt with?
We have a Franchisee in our system, who talks about their good friend, who owns and operates two McDonald's Restaurants, and seeing them do this time and again, over the many years that they have known him.
They had the opportunity to admire these skills, many times over the years, and wanted to to grow up to be just like him, in matters of customer relations, but never had a "system" to do this.... until now.
Having a plan and the time to think it through in advance, is what I need to be successful in pretty much anything. So, when I found an article that spoke to this skill, I thought I would share.
Author and sales consultant John Tschohl calls it "service recovery". He says this effective tool can instantly change an angry client into a loyal customer.
The key to putting a smile on a costumer's face after you have made a mistake is to ..... solve the customer's problem in 60 seconds or less.
Here are the steps you need to remember and/or teach -
By using service recovery techniques and empowering every employee to respond immediately to customer complaints, you can instantly create a client who will be both happy and loyal.
Those once unhappy customers, will now tell others how well they were treated, and will remember the exceptional service they received, far longer than the error that triggered it.
If you are worried about what your employees might do to make a customer happy.... don't.
For a brief time, another of our Franchisee's had a part-time job with the The Container Store.
Another of our Franchisees has son, who is an Assistant Manager with Costco, and tells them his biggest battle in this area is not an overly generous employee. But rather, getting his employees to use the empowerment that he has given them.
So, try this, the next time an unhappy customer comes to you, start with the words " ... we're going to take care of this right now ... I am willing to bet that you will see an immediate change in their demeanor.
Once you are convinced, grant the necessary empowerment to your employees to do the same thing.
Then provide them the training they need to take care of the interests of both the customer and your business.
You can use the steps above as your training outline and can refer to our post titled "Teach Anything ... In Just 4 Steps" for the methodology to get that training done.