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.