Dealing With Unhappy Customers
- Re-assure: Re-assure them that you will solve their problem and fulfill their needs and wants.
- Propose an action plan: Offer a solution by giving them choices.
When I worked as a retailer and wholesaler and reached this point, I always decided what the most important thing was that I could do for the customer to make them happy so that I would be able to keep them as a customer and not lose money.
Notice I said “not lose money.” I did not say not lose pride. If you are wrong, you must admit it and fix it. Even if you are not wrong, you must take the responsibility and fix it. The seller who takes ownership of the customer’s problems will keep the customer for a lifetime of profits. Either way, the customer is always right.