Here is your Daily Dose of Amazing Service:
When handling a customer complaint, ask them how you can make things right. Then do more.
And here are some additional thoughts on this topic…
Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that risks making the customer even more angry if that’s not what they want done. In fact you might even offend someone by offering them a discount.
A better strategy is to ask them what they want. You have be genuine and polite. Most people don’t want much. They usually just want you to listen. But whatever they say always do it and more.
Note: Once in awhile you might get a customer who makes an unreasonable request. Be prepared. Know how far you’re willing to go for any specific customer. Typically, the more they ask for, the less valuable they will be as a long-term customer. It’s okay to “fire” customers who don’t fit your business.
This week, make a special effort to do this whenever you are dealing with a customer complaint. Take note of how your customers respond.