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You’ve probably heard millions of marketers or service representatives say that: “If you like our service/product, tell others about us!”
But what if the customer No Like your service/product? What if they had a bad experience?
Bad experiences happen to even the most beloved company. Fortunately, detractors – people who usually drop overall customer satisfaction scores – aren’t lost on your brand advocates. You just have to respond correctly to their bad experience to change their point of view and get your score back.
Related: This Is Why You Shouldn’t Ignore Customer Feedback
What you need to do to inspire the hub
Every unhappy customer will come to you with slightly different circumstances. In this sense, there is no perfect script to turn them into an ambassador. But all most customers really want is for them to feel genuinely heard and to know that you are doing everything you can to fix the problem.
So, at least, admit that they are going through a hard time and that you are sorry for what they are going through. This does not necessarily mean that you have done anything wrong. It is simply being sympathetic to where they are at the moment that the temperature of the conversation drops enough for the remaining interaction to be constructive.
Once the critic knows you’re on their side and willing to listen, ask as many questions as possible to make sure you understand exactly what the problem is. Do everything you can to show goodwill. Throughout the entire customer service process, maintain good communication. Even an update or a quick follow-up via email can make a difference in whether a customer perceives you as an investor and connects with them.
In essence, it doesn’t have much to do with what happened, although you have to get to the root of that. It comes down to a lot more effort you put into repairing any damage afterwards. In a growing global market where dozens of companies can do exactly the same thing you do, it is this effort, and the quality of your customer service, that becomes a differentiating factor, builds loyalty, and provides future opportunities.
Related Topics: How to Make Negative Feedback Work for You
Service excellence doesn’t just save businesses – it can direct entire industries
The concept of winning opponents through responsiveness and excellent service applies to any business where the customer has a repeat relationship. It’s in these relationships where the customer’s expectation that you will support them is highest. Some industries give very good examples of the difference that great customer service can make after a problem has occurred. Airlines are good models because they often have to deal with issues like overbooking, lost baggage, etc. Banks are good models as well.
Some of today’s most famous companies have set new standards with their approach to customer service. For example, Amazon has developed Amazon Prime to improve the customer experience by reducing wait times, and they have created a clear no-questions-asked return policy. As a result, other companies involved in online selling have begun to offer similar policies and shipping times to compete.
When you look at your own brand, remember that energy service has to reshape standards. Try to be the company that sets the trend, rather than the company that responds to it.
Related topics: Strategies for dealing with negative feedback. and take advantage of it
If you listen and take action, you will have a loyal base
Business leaders often put a lot of effort into pleasing customers to be “free” talkers. It’s not a terrible strategy, because word of mouth really works. But do not abandon those who have gone wrong. Addressing their bad experiences in an empathetic way can do a lot to repair your relationship. In fact, since good service can be an emotional experience for the average customer, it is one of the best ways to build loyalty. So watch your feedback and take care of your customers. Then, stability and growth can follow.