Mary Sullivan blogs about the all important first year of business in her allbusiness.com blog, The First Year. Today she talks about how to deal with an angry customer. This post may be worthy of forwarding on to your employees and perhaps discussing it in a staff meeting, especially for those who may be new to your business.
This is one we never want to think will happen to us. But if you do enough transactions with enough customers, someone will be unhappy despite your best efforts. I know a woman who has been in business for nearly three years and recently had her first unhappy customer. It was enough to make her think about closing the doors! She really doesn’t like conflict and found it almost too uncomfortable to bear!
Well, it isn’t worth closing down for one unhappy customer. But let’s agree, we need to think about how to deal with it when it happens. What you do won’t always work, but Seth Godin offers some suggestions on how to change the dynamic (and I’ve included a few points of my own in parentheses):
– Acknowledge the anger (“I can see that you’re very dissatisfied!!”) More…