How to Turn a Disappointed Customer Into a Happy One

Even the most successful businesses have experienced situations where customers have not been satisfied with the services they have received.  Whether their meal was botched in a restaurant, their product was shipped too late, or they were unsatisfied with the items they purchased, customers will be upfront and honest about their concerns. It is crucial to handle these situations strategically in order to mitigate damages and prevent losing future business from that customer, as well as other customers.

Here are five steps in order to turn an unsatisfied customer into a satisfied customer…

Have a good attitude!

Unsatisfied customers may yell or act aggressively while expressing their discontent with the service they have received. Instead of mirroring their body language and attitude, take a deep breath and remain calm. Try to maintain a relaxed and friendly demeanor to avoid further upsetting the customer. One tip that helps in accomplishing this is to look at their complaints as having a positive affect on your company in the sense that your company is improving its abilities by resolving their concerns. The attitude you have going into, and during the conversation, reflects the results of the conversation.

Validate their concerns

While the customer is explaining their concerns, listen actively and make them feel like they are being heard. Reassure the customer that the situation they experienced was not appropriate and does not reflect the intentions of the company. Try using phrases such as…

“It must have been frustrating that…”

“I understand why you are upset…”  

“I hear your concerns and…”

These phrases help to validate the customer’s concerns and make them feel as though their complaint is being acknowledged. In addition, make sure to apologize for any inconvenience that this issue has caused. If a customer feels as though you are “on their side,” they may not be as upset if there is nothing you can do to fix their issue.

Find a solution that satisfies both parties

After hearing their concerns, try to find a reasonable solution to appease the customer. Whether it is remaking the order, sending the product in the mail with a waived shipping cost, or redoing the service to their satisfaction, ensure that the customer’s complaints are answered. In addition, if possible try to go above and beyond with the compensation that you are offering.  For example: offer a discount or a free service in order to encourage them to use your business again.

Follow up with the customer

After resolving the customer’s issue, make sure to follow up with them via email or phone call to assess if they were satisfied with the service that they received. If you handle an unpleasant situation with a customer well, they may be inclined to recommend your business to a friend!

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New Sales Trend: Social Selling

What is social selling?  

Social selling is the use of social media to build and maintain positive relationships with potential customers. This technique allows businesses to reach sales goals in a quicker and more effective manner, as well as possibly eliminate the need to cold call customers. Social selling allows businesses to communicate directly with interested buyers and build their network through direct conversations via social media platforms. With social selling, companies and businesses are more accessible to potential customers. According to LinkedIn, 78% of social sellers outsell those who do not use social media as a sales tactic.  

Social selling makes it easier for businesses to connect with potential buyers and reach out for sales opportunities at appropriate times. Many companies are using social selling as a tactic and may not even know it! If companies have a professional Facebook, Instagram, Twitter, or LinkedIn, they have already begun the social selling process.

Here are three steps on how to use social selling to improve your business…

Develop a reliable brand:

The first step to social selling is to develop a professional brand image to draw customers in and increase your legitimacy in the industry. Customers want to buy from businesses who are established and well trusted by the public.  First impressions matter to customers, and a well maintained and sophisticated profile will help to attract interest from potential buyers. A key step to developing a professional and reliable brand is to include endorsements from prior customers.  

Build a brand personality:

The second step to social selling is to build a brand personality.  In order to keep customers interested in your social media platforms, it is important to build a consistent voice for each post and individual message.  This voice should portray the values of the company and make the customer feel like they are communicating with the same person every time, and therefore building a stronger relationship.  The personality of the voice in the accounts should be something that a customer could relate to. Posts should be clear and cohesive so that they are easy for the customer to understand.

Consistently connect with new and old customers:

The third step to social selling is to engage and connect with new and old customers. Social media platforms such as Instagram, Twitter, Facebook, and LinkedIn allow businesses to easily reach out to potential buyers with new information via posts and individual messaging.  Social media can keep new and old customers up to date with the happenings of a business, as well as promote new sales opportunities. Some advice for reaching out to new customers is to use a customizable message to try to build a relationship before trying to sell anything.  After initially reaching out to the customer, a social seller must continue to follow up in order to build a stronger relationship. By building a strong relationship, customers are more likely to purchase from the business.

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“What Is Social Selling?” LinkedIn, LinkedIn Corporation, 2019, business.linkedin.com/sales-solutions/social-selling/what-is-social-selling#.