Did you know that marketing isn't only about getting clients?
It's also about KEEPING them, and that means keeping them happy. That's a big key to
growing your business, because not only will those clients themselves keep
coming back to you for more, but they'll send their friends and colleagues as
well.
Studies done by the American Management Association show that your average HAPPY client will tell 3 people about their experience with you. But your average unhappy client will spread the negative word about you to 11 other people!
I'm sure you've done this yourself. I know I have! In fact, I can name 3 companies right now that I will *never* do business with again, simply because of the way they handled my complaints. (Sometimes all I wanted was for someone to say, "I'm sorry this happened, Ms. Hale!")
A System Is Your Solution
If there are any complaints you receive on a regular basis, you need to be addressing them by putting systems into place to avoid the problems from happening in the first place. There's no way your business can grow with landmines in your path.
Don't rely solely on systems though! You're clients are people, so make sure you include your humanity in your response. Clients will complain. They will make your wrong when they aren't doing well. Sometimes they have a legitimate concern. Don't dismiss what they say for either reason. Always always always be their ally! (except when you can't...lol)
After years of Client Care for many different companies, I found that that by following this 5-step process you can take excellent care of even the biggest complaints and create a positive outcome.
1. Validate the customer's feelings. Acknowledge their irritation. Example: "I get you're upset, please tell me more."
2. Assure them you're going to take care of them. Let them know something will be done. Example: "I'm here to help you with this."
3. Make a "sad-glad" statement. This helps your client realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"
4. Ask your client what will make them happy. Don't let this scare you! Customer service experts say that most often an upset client will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"
5. Acknowledge that you'll do what they want, or make a counter offer. (But always try to just give them what they want! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a client, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust to Fit, and Review With Your Team
Of course you should adjust this process to fit your particular business. I suggest you take a few minutes to write up a script based on these steps, and then review it with your assistant or anyone else in your business who is in contact with your clients. Make any necessary changes, and then distribute it to your team and agree that everyone will follow it.
Have your team keep a log of each complaint that comes in, what it's about, and how it's handled. Then have a monthly meeting to review and suggest improvements.
Studies done by the American Management Association show that your average HAPPY client will tell 3 people about their experience with you. But your average unhappy client will spread the negative word about you to 11 other people!
I'm sure you've done this yourself. I know I have! In fact, I can name 3 companies right now that I will *never* do business with again, simply because of the way they handled my complaints. (Sometimes all I wanted was for someone to say, "I'm sorry this happened, Ms. Hale!")
A System Is Your Solution
If there are any complaints you receive on a regular basis, you need to be addressing them by putting systems into place to avoid the problems from happening in the first place. There's no way your business can grow with landmines in your path.
Don't rely solely on systems though! You're clients are people, so make sure you include your humanity in your response. Clients will complain. They will make your wrong when they aren't doing well. Sometimes they have a legitimate concern. Don't dismiss what they say for either reason. Always always always be their ally! (except when you can't...lol)
After years of Client Care for many different companies, I found that that by following this 5-step process you can take excellent care of even the biggest complaints and create a positive outcome.
1. Validate the customer's feelings. Acknowledge their irritation. Example: "I get you're upset, please tell me more."
2. Assure them you're going to take care of them. Let them know something will be done. Example: "I'm here to help you with this."
3. Make a "sad-glad" statement. This helps your client realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"
4. Ask your client what will make them happy. Don't let this scare you! Customer service experts say that most often an upset client will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"
5. Acknowledge that you'll do what they want, or make a counter offer. (But always try to just give them what they want! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a client, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust to Fit, and Review With Your Team
Of course you should adjust this process to fit your particular business. I suggest you take a few minutes to write up a script based on these steps, and then review it with your assistant or anyone else in your business who is in contact with your clients. Make any necessary changes, and then distribute it to your team and agree that everyone will follow it.
Have your team keep a log of each complaint that comes in, what it's about, and how it's handled. Then have a monthly meeting to review and suggest improvements.
