All business owners and entrepreneurs, from retail stores to virtual bookkeeper, have faced them, engaged with them, soothed them and sometimes even fought with them- the dreaded angry customers. Customers can be angry for any number of reasons; but eventually the reason is not what matters- they are upset and they want their issue to be addressed immediately. Customers, angry or not, form the backbone of your business- you need them. Even bad experiences can be turned into positive ones if you deal with them right; here is how you can do that.
- Stay Calm– This is important; you will not make it through the exchange unless you stay calm and think with a level head. Your customer is already upset; you will only add fuel to the fire if you do not get off the aggressive mode.
- Allow Your Customer to Vent and Listen– Everyone knows how calming venting is, so let your customer vent. Allow him to blow off steam and listen to his grievances, real or imagined, whether they are a result of your delivery service or virtual bookkeeper. Once the words are out and he knows you understand, the customer will calm down and in a mood to let you talk.
- Apologise– Once your customer is through, apologise sincerely. Try to look at the situation from the customer’s point of view and apologise for all the inconvenience it has caused the client. Apologising can go a long way in repairing the fractured relationship.
- Address the Grievance– It is now time to take action- address the client’s issue. Reverse the error if possible; if not, provide the client with a compensation (refund or a special offer) for the trouble faced. Make sure you have this noted down correctly for your in-house or virtual bookkeeper.
- Make it Happen– Do not fall back on your promise. Make sure that you fulfil your promise to your client. It also helps if you check on your customer once you have taken care of things to ensure that the issue has been resolved.
That wasn’t too hard, was it? Customers are more likely to return if they feel their concerns were heard and addressed. Let their last encounter with you be a pleasant one. While it is no guarantee that the client will come back, this will ensure that you and your client part on a happier note.