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Every company wants satisfied customers. Happy customers come back, and refer their friends and family. But what if we told you that your occasional unsatisfied customer and how you deal with the situation can actually end up to be a bigger asset? Surprised? Don’t be. Here’s why:
Let’s say you’re a heating and air conditioning company and you install new HVAC systems into homes. One of your installers sets up their new unit and everything seems like it’s working perfectly. Your company was prompt, professional, and did the job…or so they thought. They wrap up and come back to work. The next day, the customer calls to complain their new unit is not working as expected. Instead of panicking or being defensive, you decide to make it right immediately.
You apologize for the inconvenience and ask if you can send out a new installer right away. You schedule a time and offer a discount off their payment since the job wasn’t perfectly executed. Your installer is prompt, polite, and knowledgeable. He fixes the issue and explains what went wrong to your customers. He reminds them that they will be receiving a discount and that your business is there for them should any other problems occur.
Instead of leaving a bad taste in your customer’s mouth, you’ve created both a memorable and positive experience for them. They’re going to remember that despite the mistake, you came out and made it right immediately with no questions asked. You made sure that your company provided exceptional customer service despite the accidental user error that may have occurred. That customer is not only going to remember that, they’re probably going to use you in the future because you’ve established trust by taking responsibility for mistakes. That customer knows that even when something isn’t perfect, you will go out of your way to ensure that it is.
Now your client will talk to their friends, and maybe even leave a Yelp review for you. They’ll be able to tell them that your company was prompt, polite, and explained everything to them. They can say you came out the same day you mentioned the problem and provided some compensation for the inconvenience. On top of that, they can say they were satisfied with the customer service they received and would use your business again.
Bad reviews and unhappy customers can be detrimental and a huge hassle to deal with, but if you handle the situation promptly and treat your customers with respect, you’ll more than often end up on top.
