7 Tips to deal with unhappy customers and to make them happier in your business
Dealing with unhappy customers is a daily situation that everyone in business has to cope with. To solve this issue, we’ve come up with some easy and essential tips that aren’t always obvious to follow.
Without further delay, let’s get into the topic!
First of all, “why unhappy customers are a problem?”
Someone might ask. Happy and satisfied customers brag about your products or services to other people, and this way, you might get very good publicity without even having to pay for it. Moreover, they will always hire your services or buy your products again because they know, at the end of the day, it’s worth paying the extra costs to be satisfied and to have the job well done.
So, take your customer satisfaction seriously because it ultimately means “more profit”.
1. Maintain composure:
Staying calm is like taking a deep breath before responding to an upset customer, such as when they received a damaged stone. Remember, don’t take it personally; customers might be upset about the situation, not you. Keeping a level head is crucial, like staying cool during a tough game, helping you think clearly and find solutions without escalating the issue.
2. Effective communication:
Being a good listener is like turning into a radio station – you need to hear the whole song to understand it. When a customer complains about a delayed stone delivery, acknowledging their emotions and reiterating their concerns is like saying, “I get it, and I’m here to help.” Use positive language; it’s like choosing your words carefully, making the conversation smoother. Personalizing the interaction makes customers feel valued like you’re not just a robot following a script
3. Set clear steps towards a solution:
When handling happy customers, clearly outlining steps to resolve any issues is crucial. This shows them you’re on top of things and committed to making things right. Defining clear steps to solve the problem builds trust, ensures quick problem-solving, and enhances overall satisfaction. Clear steps not only retain happy customers but also contribute to a positive brand reputation and potential referrals.
4. Establish trust:
Building trust is like constructing a sturdy bridge between you and the customer. Thanking them for bringing the issue to your attention shows appreciation, and staying consistent in your commitment to resolving the problem builds reliability. When trust is there, it’s easier for customers to believe you’re working to solve their problem, like trusting a friend to help you out.
5. Problem resolution:
Think critically about the situation, such as a customer reporting missing stones; it’s like solving a puzzle. Set clear next steps, so everyone knows what to expect, and explore solutions – it’s like opening a treasure chest for options. Don’t hesitate to ask for help from a more experienced colleague or supervisor; it’s not admitting defeat but smart collaboration.
6. Use an appropriate channel:
Communication is key, but choosing the right channel is equally important. Direct angry customers towards an appropriate communication channel, whether it’s through email, phone, or a dedicated customer support platform. This allows you to address their concerns in a more controlled and structured environment, providing a better chance for a constructive conversation. By guiding the conversation to the right channel, you demonstrate a commitment to resolving the issue and show that you value their feedback.
7. Team collaboration:
Sharing knowledge with your team is like having a group chat where everyone contributes. If a customer has a recurring issue, the knowledge shared among team members ensures everyone is on the same page and can help find solutions faster.
What if I need to make my customers happier instead of just handling their unhappiness?
Of course, we understand that dealing with your customers when they get mad is one thing, and improving their mood before they get moody is a completely different issue. That is why we’ve decided to give you some tips on how to provide that little extra push they need to be happy and start becoming your business’s best advocate:
Create positive experiences:
Building positive experiences for your customers is like planting seeds that grow into happy relationships. Making your customers feel at home can build a nice relationship from the very beginning. A good shopping experience can show them your effort in giving them what they want – and let’s be honest: if you don’t want to be stressed with your work, your customer doesn’t want to be stressed when shopping.
Having your own website to easily showcase your products and the jobs you’ve done can improve the way your customers interact with your company, making it easy for them to place orders and see which materials you have in stock.
Show genuine interest:
Demonstrating genuine interest in your customers is like adding a personal touch to your service. Ask them about their preferences, listen actively, and remember details about their previous interactions. It’s like remembering a friend’s favorite color or coffee order – it makes customers feel valued and appreciated.
Letting your customers know when the materials they are interested in are available gives a personal touch to your customers. SlabWare’s Mailing feature allows you to send personalized offers to every customer and even schedule when the message will be sent. Let them know you care about their problem and show that your services are personalized for them!
Exceed expectations:
Going above and beyond for your customers is like adding an extra sparkle to your service. Surprise them with a small discount, a personalized note, or a complementary service. When you exceed their expectations, it’s like giving them a pleasant surprise that strengthens their loyalty to your stone business.
A good example would be using WorkTrace when going to your customer’s place to perform a job. You will send them your real-time location along the way, avoiding misunderstandings and impressing them with your professionalism. They will never be expecting that!
Timely responses:
Providing timely responses to customer inquiries is like ensuring the stones are delivered on schedule. Respond promptly to emails, calls, and messages. It’s like being a reliable friend who always answers when needed, contributing to a positive customer experience.
We all know it is hard to find time for that, especially if you work alone or with a few employees. That is why we offer you JobTracker: a comprehensive calendar tool to help you organize your and your team’s schedules. Save time simply by organizing your schedule and eliminating wasted time. Your customers’ time is valuable, so organize yourself and don’t make them waste it.
Want to know how SlabWare can help you with all those topics?
We offer a comprehensive, all-in-one suite that includes inventory management, purchasing and sales tools, scheduling software, integration with QuickBooks accounting software, a fully functional website for showcasing your materials and job gallery, and much more!.
If you are not a client, get in contact with our team and schedule a demo to learn more and see for yourself how SlabWare can be a powerful tool for your company.
Or if you are already a client and need a training session in one of our tools, schedule a training session.