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Small Biz Life

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Jul 23, 2017

None of us want to deal with unhappy customers but it is inevitable as a small business owner. In this episode, we discuss how to save your sanity and your reputation next time you must deal with one. 

Before you respond

Many of us get a negative email, message, or review and want to instantly respond while we are seething mad. Probably not the best way to respond. Before you reply:

  • Breathe
  • Empathize
  • Do not take it as a personal attack
  • Think of solutions

How to respond

  • Listen objectively and get to the root of the problem
  • Come up with a quick resolution
  • Implement the resolution quickly
  • Don't be a pushover
  • Sometimes you cannot make them happy, no matter what you do

Sometimes you must fire customers

If a customer is too demanding or gets out of line, you can fire customers. Make sure you have disengagement language in client contracts where applicable. 

Links

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https://www.smallbizlife.com/blog/episode-97-how-to-deal-with-unhappy-customers

 

 

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