Along with your store, there comes issues. Whether it’s with your products or even with your customers, issues do occur. Every store has them and there’s no getting around some of them. Therefore, it’s truly important to come up with a preventative plan, as well as a way to resolve them. It’s great to have a plan in place that you can follow if an issue occurs. It not only helps you be prepared, but your employees as well if you’re not in the store. This week’s marketing tip focuses on tips for resolving customer issues.
Listen – The most important thing to do when a customer has an issue is to listen. Don’t argue your point right off the bat or why it happened, they want to feel as if you’re listening to them. They want you to sympathize with them and apologize. Even if it’s not your fault, it’s still best to be completely understanding. Listen, understand and take action. If they’re unhappy, ask why. Converse back and forth to completely understand what the problem is, make a true effort to them that the problem will be fixed and actually fix the problem. Once the problem is fixed, follow up with the customer to let them know the actions that were taken.
Time Worth While – Make sure you make it worth their while, otherwise, they may not come back to your store. They want to feel as if they’re heard and that their opinion matters. Don’t ignore them, take swift action in fixing the problem. Give them your time, attention and everything that you can to make them happy.
Be Fair – Even though you may not be happy with their complaint or see it unfair on your party, be fair to the customer. They’re the ones that come to your store or use your services. Give them back what they lost and even a discount.
Make Everything Better –Don’t just make sure that their problem is resolved, go above and beyond to make them completely satisfied. Don’t just try somewhat to fix their problem, go above and beyond to make sure that it’s completely fixed. Give them a discount or a great incentive for them to visit your store again in the future.
Was this helpful? Read the previous tip of the week!
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