When you make a mistake with a customer, should you write them off as lost — never to return again? Nope.
According to my colleague Scott Allen, the About.com Entrepreneur’s Guide, there have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.
I’ve found that to be true too.
One of my biggest fans is a customer who started out on slippery footing. She’s been a repeat customer for three years now and can’t say enough good things about me / my products. From a situation that could have been a disaster to one that ended up being great, our response as business people gives us the control to turn that customer into a “raving fan.”
A great book on this topic is Raving Fans: A Revolutionary Approach to Customer Service
Did you turn a lemony situation into lemonade in your business? Tell me about it. Click on that comment link.