Thoughtful Thursdays - The unhappy customer

You have probably found yourself in the unfortunate position of being the unhappy customer from time to time. If the degree of dissatisfaction was high enough you probably asked your supplier to resolve the situation. Do you recall how you were taken care of? If you are still dealing with that business, the resolution must have been more than satisfactory.

If you are still purchasing from that same supplier, they are to be congratulated for retaining your business.

Thinking back to that situation, how did your supplier react? If you put the show on the other foot, would you be as successful resolving the situation when one of your customers is not happy with you?

Here are a few tips that may be helpful when you encounter an unhappy customer.

1. Listen to them and be interested in what they are saying.
2. Do not interrupt, let them say what is on there mind.
3. Be sure they are finished before you respond.
4. Be empathetic, recall how you felt when you were the unhappy customer.
5. Do not take a defensive position when responding.
6. Try to quantify their loss.
7. Understand their position, and ask how the situation might be rectified.
8. Worth repeating is to listen and not interrupt.

Do not fear the unhappy customer. View it as an opportunity to review your processes with the end result being better service for all your customers. Be sure they know that as a result of bringing the situation to light, all your customers will benefit.

The unhappy customer is not the end of the world and does not mean you will loose them. In fact, depending on the way you handle the situation it might solidify your relationship with them.

Good selling,
Richard