How to Handle an Unhappy Customer Part I
From time to time we all encounter unhappy customers. How you handle this client will have a dramatic impact on your future. A happy customer tells an average of one person about your service. An unhappy customer tells 3. If you ignore their requests for action, they tell 9. If you get in argument, they tell 50!
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Part 2 |
to Handle an Unhappy Customer
Don't Be a BUBBA!!
Lifetime Value of a Client
The potential lifetime value of a client in our
industry has been estimated to be as much as $72,000.00.
A referral source that refers 12 new clients per
year is worth about a million dollars. If she tells
your referral source (which she will if you don't
nip it in the bud), then you have really hurt your
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You Want to...
From time to time we all encounter unhappy
customers. How you handle this client will
have a dramatic impact on your future. A happy
customer tells an average of one person about
your service. An unhappy customer tells 3.
If you ignore their requests for action, they
tell 9. If you get in argument, they tell
Solve Your Problems Quickly
Our company grew by $1 million dollars in about
a 3 year span. All of it was due to people telling
other people how great we were. Can you imagine
how much less that would be if we didn't take
care of our problems?
I have a saying about successful people:
"Successful people face up their problems
and solve them quickly".
Handling Your Client Properly = More Success
Handling an unhappy client properly can many
times create a more loyal client than ever possible
if the problem never arose to start with. The
true strength of a service company is not doing
everything right the first time, although that
should be the goal. We live in a fallen world.
Things do go wrong from time to time. The strength
of a service company is found in how they handle
problems. Because of how the problem was handled,
the client is so WOWed that they will never
use anyone else, and they will tell everyone
they know about the great experience they had
The worst thing you can do when a client
is unhappy is not respond right away. If you
get a voice mail message, or a staff member
says "Mrs. Jones is on the line and she ain't
happy", you get on it NOW. Or how about this
one: Your tech was out on the job and there
is some discrepancy that you have to get some
details on. Don't wait a week to get back
to her! Don't even wait overnight! Get the
information and call as soon as possible!
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Don't Defend Yourself
My rule is to solve any and every complaint
before the close of business. Even if you don't
know what to do for your client, let them know
you are working on it. "Mrs. Jones, I just wanted
to let you know that I am working on this situation
for you. I haven't gotten to the bottom of it
yet, but I promise that we will get you taken
care of." You see, I didn't say what we were
going to do, I said she would be taken care
When you get a complaint, never, ever defend
yourself! Ever! Even if you are being accused
of something you did not do, resist the temptation
to defend yourself because it will NOT work.
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