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Every business has a customer base that can be difficult - with
these easy to follow tips you can handle any situation and turn it
into an opportunity.
A
customer is one who purchases your goods or services. They may
or may not return or repeat business with you.
1)
If a customer has a good experience they will tell one person.
If they have a bad experience they will tell ten people. Just
keep that in mind next time you struggle to achieve customer
satisfaction.
2)
A good owner told me a long time ago that customers can spend a
million dollars with you in a lifetime. Always good to make
sure that you do not lose customers since there is always someone
around the corner that will take your place.
3)
It is easier to maintain you customer base than draw new clients to
your business.
Now
with those three tips in mind you are ready to tackle and turn
around any difficult customers.
4)
Customers want instant gratification so what can you do to solve the
situation fast and provide an adequate solution. Some
solutions take time so do not be afraid to post pone the decision
and get back with them. Give them a time and make sure you
follow up at that time.
5)
If you can not think of a solution ask them for one and go from
there.
6)
Always be mindful of the situation. It could be someone's secretary
that is calling or coming in, it doesn't mean you treat them any
different than the president of their company.
7)
Get the facts. Follow the paperwork trail and ask for any and
all documentation they can provide.
8)
Never talk bad about your coworkers or company that you work for -
often blaming others for fault will make your whole company look
bad.
9)
Weigh the balance - if you are returning something - and they do not
have their receipt - find it for them or make an exception and just
return it. I watched one employee give a customer a hard time
over a $3.00 bottle of vitamins that was expired and half the
vitamins had been used. How much time does it take to
argue. The employee could have just returned it for a store
credit and had the man shop around for something else that will suit
his needs.
10)
Never show the customer you are being rattled. If you have to
step away do so and get a manager.
11)
If the customer made a mistake, point out the mistake so they know
in a nice manner, and tell them that you will accommodate them this
time.
12)
Customer is always right - give them the benefit of the doubt.
Do not assume everyone is trying to rip you off or attack you
personally they could be telling the truth or having a bad
day.
13)Some
customers are bad - and its best to get a manager involved right
away. If you are a manager kindly tell them that we do
business in different ways and its time to sever your ties.
14)
If you have to get a manager involved and that manager puts it back
on you to make a decision then do the right thing. Find out as
much as you can and remember policies are guidelines and are not
written in stone.
Manager
being difficult? Visit Now!
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