The Customer is Always Right….Or Are they
The infamous saying “The Customer is always right” Are they though?
Let’s say, however, that you encounter a circumstance in which your client is in fact not right.
When you know you are in the right when dealing with a customer, you may have to swallow your pride. Yes, there may be times when someone is enraged or simply unreasonable. It’s sometimes best to let things go and move on. These extreme cases are often few and far between, though.
Making sure they don’t think they’re wrong in this situation is crucial.
But how do you go about doing that? Following are some reminders:
- Maintain a positive attitude by saying “thanks” and “I understand” frequently.
- Assume that they are acting honestly when they complain.
- Assume there is a genuine misunderstanding.
Angry Customers Are good for your business.
A dissatisfied customer can be a great source of learning for you and can also become a happy customer if you handle them in a positive manner. From my experience, I would like to say that an angry customer is not bad for business, it can be used to improve your business. Using the correct approach and supporting information, you can turn an angry customer into a happy customer. In fact, I feel that it is much easier to turn around a customer by addressing their concerns than it is to generate new business as we mentioned in our recent blog “Why Would I Need To Focus On Customer Retention”. Also, it costs less to retain a content client than to attract a new client, so no harm at all.
How to turn an angry customer into a happy customer?
Sometimes, customers can be fickle. They want something, then they don’t, and then they want it again. One thing that is certain, however, is that an angry customer can hurt your business. That’s why it’s so important to keep them happy. The problem is, customers don’t always know how to make themselves heard and it’s on you to listen.
HubSpot‘s list of how to deal with angry customers is spot on:
- Keep your cool.
- Use active listening techniques.
- Restate what your customers have said.
- They brought it to your attention, so thank them for that.
- The steps you’ll take to solve the problem should be described.
- Decide on a time to contact them again if necessary.
- Be genuine.
- Highlight the importance of the case.
By gaining an outsider’s perspective, you can identify blind spots and areas for improvement that may have gone unnoticed otherwise. This can ultimately lead to increased customer satisfaction and loyalty, as well as a stronger competitive advantage in your industry.
It also helps to regularly seek out feedback from a diverse range of customers to ensure you are meeting their needs and expectations and to help you identify areas for improvement that you may not have considered before. Additionally, responding promptly and transparently to negative feedback can help turn a dissatisfied customer into a loyal one.