At some point in its existence, every business has to handle an irate, unreasonable or unhappy client. While Anything Wet Pools and Spas has enjoyed a long run as one of the most success swimming pool and spa construction and maintenance service providers, it has had to deal with a few upset clients along the way. In such scenarios, dealing with unhappy customers should come down to ensuring that the client’s frustrations are heard, understood and acted upon – all while trying to encourage them to keep doing business with you.
Rather than complain, many customers choose to leave and transact with your competition. For a business looking to positively influence customers to become loyal advocates, dealing with dissatisfied customers is a good opportunity.
Unhappy customers just want to be heard, and that’s what you should aim to do. Listen to what they have to say, and don’t interrupt them. It might be tempting to get defensive, but it might serve to agitate the customer further. On most occasions, the customer is not coming after you personally; they just have a problem they wish to see resolved.
Once the customer has expressed his/her concerns, you want to repeat them so you are sure that you’re both on the same page. If need be, ask questions that ensure you capture the issue correctly. Repeating the issue shows that you are listening.
Most importantly, provide a solution (or two) that you think can help tackle the issue. If you know what would make them happy, let them know.
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