Keep Customers in the Loop to Keep ‘Em Loyal

September 17, 2012

Any company can offer good services when things are running smoothly, but the real character of a business shows when problems arise. These are the situations that people truly base their real opinions about your business on. Don’t let all your hard work creating a positive company image and building customer loyalty go to waste by not handling a crisis situation correctly.

Recently Go Daddy experienced an outage. All websites hosted on their server were down as well as e-mails. As soon as I logged on, I had received an e-mail explaining that they were aware of the problem and were working on the solution. The problem was fixed the same day. The next day, I received an e-mail apologizing and extending an offer for additional month of hosting. There was a button to accept the offer, which is also a great way to gauge what customers responded. Some may not have known right away what was happening, but they explained the situation and offered to rectify it.

Do you have a plan in place to ensure your customers don’t feel left behind?

• Assign ahead of time who is responsible for disseminating information when any problems do arise.

• Identify and anticipate needs. Analyzing problems that may arise will help you in planning how these situations should be handled.

• Make customers feel important and appreciated during the sales cycle. The more loyal your customers, the easier it will be to diffuse a situation should it come up.

If things do go wrong, and at some point they will, following these tips will ensure you’re managing the situation with success:

• Be quick and try to have an initial response within the first hour

• Be accurate by checking all facts

• Use all available communication channels such as intranet, internet, and social media platforms

• Know how to apologize. When something does go wrong, deal with the problems immediately and let customers know what you have done.
A little bit of planning now can make sure any future problems are easier to deal with.

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