5 Ways for Winning Back Unhappy Customers
Happy customers are crucial to your success as an entrepreneur. Having competitive products and service leads to happy customers who will continue to support your brand. They may even spread positive reviews about you and boost word of mouth marketing.
But you can’t avoid having unhappy customers who find issues in your goods and service. Even if you keep your, for example, printing business to a high standard, you can’t please everyone. Although it is essential for you to accept this, there are still some things that you can do to win them over.
Ensuring that your customer is satisfied can be done in different ways. The following list offers strategies that can work for a variety of business sizes with paid and unpaid options. They can be carried out by employees or led by executive marketing consultants.
Don’t be a robot
A study by Segment found that 7 percent of customers are frustrated by shopping experiences that aren’t tailored to their needs. Speaking to your audience with a single tone and approach may not be the best idea because it does not have a high impact on shoppers.
Start connecting with your audience by knowing them by name if you run a small business or running a rewards program. You could also engage them better by asking for feedback.
Start with a sincere apology
In the event of an error or dispute, it helps to own up to your lapses and say you are sorry. Acknowledging what you did wrong sets the tone of the conversation right, making consumers feel like you genuinely care for them. Most importantly, it demonstrates empathy to your customers.
Make sure that you are not apologizing too much, which you can do by evaluating the issue. Only apologize when the company caused the problem. If it is an error done by customers, you can save your apology for a more appropriate event.
Pay close attention
Listening is integral to customer service. It allows you to learn more about your audience and even make you seem empathetic. Being attentive to their requests or frustrations makes them feel heard.
You can do this by making sure they finish talking and repeating what they said if you are on the phone. Or maintain eye-contact when dealing with customers in a face-to-face setting. You should never cut a customer off when they are speaking.
Put yourself in their shoes
As a customer service rep or a business owner, you know your goods and service like the back of your hand. You may have undergone a product orientation or stood as a witness during the product’s development. It’s easy for you not to see why other people have trouble understanding it.
Finding the right solution to a customer’s problem becomes easier once you’ve seen the issue from their perspective. Understanding where they are coming from allows you to find a better workaround that will work best for them and the brand. Doing this also gives you an idea of how you can communicate and connect better with them, even during an upsetting exchange.
Improve response times
Consumers are willing to spend more on supporting brands that reply fast. Creating a sense of urgency in heeding to the needs of your customers makes them feel valued. This encourages them to develop a liking for a brand and pay more in the future.
Beginning your conversation with an automated response is a good option for small businesses that do not have enough resources to grow their customer service team. Additionally, you can use this to help audiences set their expectations and lead them to your knowledge base. You want to make sure that you don’t overdo this, as this makes the conversation feel less personal.
Doing your best to make sure that each customer will walk out of your store with a smile on their face allows you to drive sales and cultivate loyalty among your customer base.
