Is a Dissatisfied Customer a Hidden Opportunity?
How do you feel when there is an angry customer in your office? Do you secretly hope that they will go away so that you can get on with your day? While it is a perfectly natural response, it is not a strategic approach to handling customer concerns. This customer could have immediately given up on your business, but they didn’t. Instead, they are giving you the opportunity to do better. Challenge yourself to learn from your unhappy customers, and to use their experiences to improve your business. Here are four ways that you can turn dissatisfied customers into an asset.
Pay attention to why they are dissatisfied. If a customer is having a problem with your business, chances are they’re not alone. Customer complaints can serve as clues to help you identify your barriers to success. Make it easy for customers to provide feedback and take their concerns seriously. The information that you receive may help you fix an issue that is costing your business a lot of money.
Exceed their expectations. When you disappoint a customer, they don’t think very highly of your business. Therefore, it is an excellent opportunity to impress them. Do whatever is necessary to fix their problem, and then go one step further to demonstrate how much you appreciate their business. By giving the customer a free product or service, you show them that you are grateful for their feedback. You may even find that these customers become more loyal than those who were happy all along.
Remember your priorities. What is your top business priority? Deep down, you know that it should be customer satisfaction, but it is easy to get distracted and lose sight of what’s important. Perhaps you are offering a different product or service, or you are trying out a new business strategy. No matter what is taking up your time, it is still your customers that are keeping your doors open. Use customer complaints as a reality check and allow them to bring your attention back to the basics.
Remove the negative emotions around customer complaints and see them as an opportunity to build your brand.
Use complaints to reach out to other customers. Vocal customers can give you a good indication of what your quieter customers are thinking, but not saying. For example, if you received a customer complaint about delivery times, make use of your social media pages to ask if anyone else had the same problem. When you show that you are taking steps to address the issue, your customers will be more willing to give you a second chance.
No business is perfect and there is always room to do better. Your customers will tell you where you need to improve, but you have to be willing to listen to them. Remove the negative emotions around customer complaints and see them as an opportunity to build your brand. The success of your business may depend on it.
Tags: customer satisfaction, expectations, feedback, mompreneur, priorities, profiles, business growth, communication, customer connection, customer loyalty, customer service, growth, opportunities, opportunity