Few things can turn around a good day more quickly than watching an angry customer approach with purpose. As employees and business professionals, part of our job is to hear out the issues of clients and visitors who enter our store or office.
While it’s not an easy task, it’s important to know how to make the most out of customer complaints. By hearing everyone out equally, we better equip our businesses to make the necessary adjustments that will ensure a long and prosperous existence.
Tips for Interacting With Unhappy Customers
Dealing with an upset visitor for the first time is a very stressful event for any young entrepreneur. We must hold our tongues and check our pride, however. While we might not like what we’re hearing, listening is key.
You don’t have to be best friends with someone to understand their issues or take good advice when they give it. Remaining calm around the customer is crucial, and they must feel heard and understood. Actively pay attention to the complaint without interjecting quick solutions, opinions, or objectives.
Turn Complaints Into Action
After the customer has spoken their piece, they will go about their business, and so can you. The encounter should reveal a specific flaw inherent in the current design of the business. While it may seem silly to make changes for one person, keep in mind that they’re just the one who spoke up.
If one person saw an issue, the chances are good that many did and likely shaped their opinions of the business based on it. Turn the issue into a plan to change for the better. While a seemingly tiny complaint like packaging design choices might seem like a petty issue, even a tiny flaw here could impact audience reception of your products.
Promote Changes With Marketing
If you’re still unsure how to make the most out of customer complaints, consider taking your accomplishments right back to the public via virtual sharing. Every alteration to business practices is an opportunity to build a business’s following further. Take the opportunity to show off how your item’s reimagined packaging solves a previous issue.
Discuss new values and explore remodels. Every element that evolves is a shiny new aspect that draws customer’s attention. Utilize your business’s website and social media accounts to advertise your company’s attentiveness to the customer and highlight news, updates, and advances. It’s all an opportunity for content and another chance to bring in more customers, as well as improve customer relations.