Every now and then, you will do mistakes. It is natural. Some clients will forgive you; others might not even notice or give any thought about it. However, there are people who will get angry and demand some form of compensation. Rather than losing them, you should try and fix things. Here are a few good tips on how to recover dissatisfied customers.
You need to be personal
Even if you are amazing at what you do, sooner or later, mistakes are going to happen. Even if you did nothing wrong, some people will blame you nevertheless. Conflicts with clients can always occur, and you need to be ready to deal with the issues.
One great way is to be personal. Send a letter or mail with an apology. If possible, you can invite the client back. There is nothing wrong with giving someone a second chance. You can get even more serious and send a hand-written letter instead. Attach a coupon to the note, and it’s likely the customer will come back.
There needs to be a big enough compensation
Many people will demand a full refund after a purchase. Sometimes that is the only way to go. However, if you are dealing with a loyal, long-term client, things can get a bit tricky. Do not save any expenses – give something extra. If it means saving someone valuable, there must be sacrifices. And, be unique. A simple present or a refund might not do. Instead, offer an amazing gift – one which will make your customers forget anything happened in the first place.
Improve the quality of your products
If your products or services lack in quality, you will need to deal with the issues quickly. Even if you fail to win back a specific customer, concentrate on improving. There will be more opportunities in the future. By giving the best services possible, you will prevent the appearance of new dissatisfied customers. After everything is better, you can try and send some emails to your past clientele. Your reputation will surely improve.
Dissatisfied customers have expectations
That is why you need to maintain a good level of communication with everyone. Do not make promises you can’t keep, but make sure people understand you clearly because some will still insist you made a huge pledge even if that is not true. By doing this, you will start a favorable conversation.
Giving your clients all the information they need, while being clear, will help set reasonable expectations. The chances you will lose someone or receive a bad review will be much smaller.
If you are interested in business-client relationships, Victor Antonio has a great video on that topic:
Do you need professional SEO and social marketing services? We are here to help. Check out everything we have to offer and do not hesitate to contact us should you need anything. Follow us on Facebook for regular news or tips regarding digital marketing.