When it comes to running a business, you deal with all sorts of different problems. It’s inevitable. You are going to run into problems, even on a daily basis. What says a lot about you is how you handle them. What do you do when you are having a dispute with a customer? They are your main priority so it’s all about how you handle the situation and turn it around to make them a happy customer. This week’s marketing tip will focus on how to turn bad situations into making your customers satisfied.
Have you ever had a conversation with a customer or even boss where the conversation is going in a completely different direction or you are being put down for what you’re saying? It happens to everyone. So, what do you do next? Do you continue to make your point, bring it to an abrupt stop or you can salvage the entire situation and make it better.
If you’re in the wrong, apologize – Everyone has disagreements. However, if you KNOW you’re in the wrong, apologize. It’ll be over just like that, for the most part.
If you’re not in the wrong, take a step back – If you’re having a discussion with your customer that takes a turn for the worse, step back and ask to take the conversation if a different direction. Still stay on topic in trying to understand their problem, yet calm it down.
Smile – A smile can definitely get you a long way. You, as the store owner, have to take the higher road. You please your customers and you must do everything in your power to achieve just that.
Start Over – If the conversation or discussion has taken a turn for the worse, start fresh. You’ll find that if both of the parties take a deep breath, compose themselves and then start over, it’ll be a better discussion.
These things happen, it’s only natural. As much as everyone would like that their day is perfect, problems arise and it’s all about how you handle and take care of the situation.
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