Why Biting your Tongue is Good for your Business
I know most of the things nosotros read about bringing success to our business includes being forthcoming with ideas, thoughts, etc. And then implementing said ideas, thoughts, etc whenever possible. And that is truthful. BUT that'southward non what I desire to talk about today.
Today, I want to talk about how to handle those less-than-satisfied customers that you may have from time to time. While they may be rare (hopefully they are), they can also exist a deciding factor in making or breaking your business. How is that possible? People who are unsatisfied with a production or service spread the information like wildfire. Why? Because they are mad, and they desire other people to know about information technology. Simple every bit that.
And so, how tin you turn a negative client experience in to a good one? With excellent customer service of grade. But recollect I said you should bite your tongue, right? What I mean past that is, think before you speak. Often times, if you receive an email from a dissatisfied customer, chances are your initial reaction is a scrap defensive. "Only I spent three hours making _________. How could they say it is of poor quality? They don't know what they are talking about." Or notwithstanding else you may rationalize these things when they come up. You don't want to say that to your customer, no matter how irrelevant you feel their merits may be.
This is what I would recommend. Take some time to compose yourself. Its hard non to take things personal when something goes incorrect. That's why our natural reaction is to get defensive. Don't. Accept a few minutes before writing a response. And one time a draft has been written, press Salvage not Transport. Walk away and come up back to information technology afterwards. Make any necessary changes and remove anything that could be labeled as snarky.
Basically, you want your response to be every bit brusk and as pleasant as possible, while addressing all of the customer'south concerns. Recollect, you don't desire people blabbing to their friends virtually how much you and your products suck. And if you lot say something rude, in writing no less, it will come dorsum to bite y'all in the ass. Guaranteed. So, if you are at error say so. If a customer wants to render an item, refer them to your shop policies, and give them an answer as to whether or not the return volition be allowed. Aforementioned goes for a refund.
And lastly, make a kind gesture. Some people will agree with me on this 1 and some won't. But I personally believe its important to extend a hand to anyone who is unhappy with your products or services (within reason). Try offering a discount off their side by side purchase; a fractional refund; or fifty-fifty free additional merchandise if y'all feel inclined.
Bottom line. Make your customers happy, even after they have had a "bad experience", and they will always come back. And that means success for your business.
Have you e'er had to bite your tongue effectually a customer?
*image c/o TaraLynn
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Source: https://www.papernstitchblog.com/why-biting-your-tongue-is-good-for-your-business/
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