Whether you want them to or not, your clients talk about your business – to their friends and family, in community groups, and on social media. But are they saying good things?
Happy clients are your best advocates but unhappy clients can damage your hard-earned reputation in an instant, and cause you to lose prospective clients before you’ve even talked to them. So how do you turn unhappy clients into happy ones and protect your reputation?
What is the best way to deal with an unhappy client?
1. Say Sorry and Acknowledge Any Issues
This shows you are there to understand their situation and willing to help. Most clients will appreciate your commitment to addressing concerns and providing exceptional service.
- Try not to be defensive or argue. Recognise the experience hasn’t met their expectations.
- Saying sorry is disarming, non-confrontational and creates the opportunity to retain the client by solving their issue.
2. Open the Conversation
Take the time to listen to the client and discuss with your team members if appropriate, so you can understand their perspectives.
- Ask what would fix the client's problem for them.
3. Solve the Situation
Ideally, try finding a solution that works for your business and makes the client happy. Aim to show that your clinic is genuinely committed to the well-being of their furry companions - especially when things go wrong.
- A complaint is a golden opportunity to keep your customer’s business before it’s lost
for good.
What are the best practices for acknowledging feedback from customers?
Also take the time to appreciate and respond to positive feedback if you can! This builds loyalty with your customers for the future. Even better, share great feedback with your team and drive engagement across your business.
The best way to respond to customer feedback is to keep it simple; just be friendly and honest. No business is perfect but customers appreciate when you take time to acknowledge their feedback. Customer-centric businesses grow revenue 1.4x faster than their competitors – so consider this your unfair advantage! Listen to your customers’ experiences and show you care. You’ll transform them into loyal, lifelong fans and advocates.
What are some real-life examples?
