Complainers stop here & the cost of a Q-tip!

June 13, 2013

Years ago I worked in the Sales & Marketing office for an upscale wellness center. One day I received a call from our front desk saying there was an upset member at the front who cheerswanted to talk to someone NOW! So there I was 1 minute later listening to a rant about cheap Q-tips that were now stuck in his ear. I knew what he wanted, so without hesitation I found some tweezers and pulled out the small bit of cotton. 2 days later he walked into my office with 2 friends ready to join. He also was very happy with the newly acquired Q-tips in the locker room. So a 5 minute activity earned me and my company a fan for life and new business!

Have you ever heard “A happy customer tells a friend; an unhappy customer tells the world”? Even though this has been a business adage from years ago, it couldn’t be any truer than today, especially with the internet. From social media, to Google, Yelp and other review sights, there are a myriad of ways people can air their grievances for all to read.

So what do you do if you have an angry customer? Ignore them in the hopes they’ll just go away? Chances are they will just go away, and trash your company as they go, especially if they were never allowed to be heard. Negative referrals are often more powerful than positive referrals and the cost of replacing an angry customer can be 6-7 times greater than retaining their business. Below are a few tips to keep in mind when handling an angry customer, either on social media or in person.

  • Don’t delete negative posts. Show you’re handling the issue
  • Don’t respond with a formal-sounding copied and pasted reply
  • Don’t pick your favorite among problems. Help all customers the same across the board.
  • If you have an employee who has a knack for handling difficult situations, then this person should be tasked with contacting the unhappy customer.
  • Let the person vent and listen. Sometimes that’s all they really need to do.

Truly, you should welcome complaints and look at it as a way to improve your business. Before you walk into a heated situation remember, the people who will share a complaint, are also the customers who can turn out to be one of your biggest cheerleaders bringing you more business and great reviews!

Join SDB’s Super Service Shout Out and have the chance to win $100 Visa Gift Card! The rules are simple. Reward those who serve you with a smile. Every time you post on Facebook with a short story and photo about a positive experience you have had, take a picture and post it on Instagram or make a short video on Vine and get a double entry, #Summershout. It’s so simple and it will feel so good!

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