Great Recovery
No matter how great your business is at serving customers, occasions will arise when things go wrong. Sometimes it is minor things that makes a customer mad. At other times you will find it hard to believe how badly you failed the customer. Whatever the issue, the key is an attitude of continuous and never ending improvement that makes things better for your customers.
It doesn't matter who is right or wrong, there is little to be gained from showing somebody who is already unhappy that they are wrong. As tempting as it may be, don't try and win the battle, only to lose the war. It is difficult and expensive to acquire new customers, so you should do everything possible to keep everyone that you already have.
3. Fix the problem. This is a critical component. Not only must you fix the current problem, but you should take pains to see that it doesn't happen again. To achieve this you may need to implement a new process. Ask your employees for advice, often they will provide you with straight forward practical answers.
4. The final step is to follow up with the customer to confirm that the problem was fixed to their satisfaction. If you leave out this step, you are in danger of thinking you have resolved the problem, but the customer is still feeling dissatisfied. Also, customers will appreciate the call from you or your staff. It shows them that you care.
By taking these simple steps, you will strengthen your relationship, create valuable goodwill and retain your most valuable assets... your customers.
Michael Hepworth is The StreetSmart Marketer, his business is delivering high return marketing strategies, guaranteed to make any owner operated business grow.
More practical high impact marketing tips can be found at
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