Dealing With Unhappy Customers

No matter how much you focus on customer satisfaction, you will inevitably have problems with at least one of them. Just remember that when the time comes, and it always does, the customer is always right. Sure, that saying is one of the oldest clichés in the book, but for a damn good reason.

Remember that as soon as you make the customer feel they not right, they are no longer your customer. Of course there are some customers you might not want to keep. For now, though, let's deal with solving customers’ problems, making them happy, and making as much many as possible from that happiness. Here are a few tips for solving problems and retaining customers:

- Get close: If a customer comes into your store with a problem, your first move should be to physically move closer to the customer. Never be behind a counter or desk. Never put a barrier between you and your customers. As you move toward the customer, reach out and shake their hand while assuring them you will take care of their problems, needs and wants.

You might want to start by saying, “I'm sorry we are having a problem. Will you please tell me about it?” With these simple sentences you have now made it you and them against the problem. It is no longer them against you. If at all possible, get the customer to sit down next to you. People are not as aggressive sitting as when they are standing.

- Ask plenty of questions: “Please tell me what your problem is.” “Please tell me all about your….” “Please explain to me all we did / or did not do …..” etc…

- Empathize with them: “ I understand your frustration.”  “ I would feel the same way.”

- Let them vent. They are upset and angry at the problem, not you. Do not take what they are saying personally. Listen intently to them as they tell their story. If they happen to use unpleasant words, so be it. Just listen and nod your head in agreement. Say things like: “You don't say? We did that? Tell me more about that.” Or, “Oh no, we/the product did that?” Show concern.

- Re-assure:  Re-assure them that you will solve their problem and fulfill their needs and wants.