As a business owner, you’re pretty familiar with the idea that “the customer is always right”. I’m sure you’ve tried to apply this rule to even the most disgruntled customer, who is headstrong on proving that your business has the worst product or service they’ve ever experienced. Perhaps you’ve been apologetic and even sympathetic that they are unhappy, but no matter what, the customer just isn’t satisfied. Although you may want to ignore or dismiss this type of customer, there are ways to benefit from their input.
Here are a few tips for dealing with a customer who just can’t be satisfied:
1) Politely ask why they initially decided to use your service. This approach allows you to identify whether their pain is simply a mismatch in supply & demand. If you never had the capability to meet their needs, no matter what you do to rectify the situatuon, your business may never be the right solution.
2) Ask how you can accommodate them. Sometimes, the customer has their own solution for the problem. Ask them what they think would be a good fix for the problem. And as long as it doesn’t compromise your integrity or hurt your pockets too much, simply oblige.
3) Ask if you could use their troublesome situation to help other customers who may be experiencing the same problems, but make sure you focus on your high-level of customer focus too! You can use their woes to develop a comprehensive FAQ, support forum, newsletter topic, etc. Additionally, you can spotlight the customer. Tag them on social media networks for added coverage of their situation. Who doesn’t like their name in the spotlight?
4) After you’ve helped the customer, reach out to them with a phone call (yes, actually call them). Even if they’ve decided not to use your product/ service after their bad experience, your level of customer service may convince them to eventually return or at least spread the word about your dynamic customer support. And of course, word -of-mouth is the best form of advertising.
For more tips on satisfying a disgruntled customer, contact me!
Do you have your own tips? Share them! I’d like to hear your feedback.