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!

You handle the complaints in person, we handle them online! Check out our MaxExposure reputation management services and improve your customer service!

Start Providing VALUE!

Today we go through the importance of providing upfront value. What are you doing to incentivize customers to do business with you? Whether you are a restaurant, salon, or carpet store, you need to give someone away up-front to build trust. Everyone has different expertise. It’s time to start sharing your knowledge, now!

The Zero Moment of Truth

Today we go through a concept called the “Zero Moment of Truth.” Learn how your potential customers think in the digital age and the information they consume before they actually decide to do business with you. Whether you are a sandwich shop or a furniture store, your potential customers are comparing your online presence against your competitors.

Employee Feature: Aly Grushkin Carter – Director of Client Services

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I am responsible for the communications department at MaxExposure. I handle the customer service, website design as well as much of the administrative responsibilities. My main priority is to ensure our customers are well taken care of and happy! 

What is your favorite part of your job?

My favorite part of the job is when my clients start to see results, its my absolutely favorite when they call up and say “I am getting all these calls from new customers and I’m not sure why!!” I feel a sense of pride in our work, and also very excited for our customer seeing results! I truly love my job, because I get to help so many people increase their online presence and gain an understanding on how to help their company grow online.

((Click here to check out more of our MaxExposure blogs and get tips on how to improve your company’s marketing!))

Why do you feel companies should choose MaxExposure?

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When you work with a family business, you’re not just a customer, we take the time to get to know our customers. We connect with you on social media, we learn about your life and we share our life with you and when you call up, we greet you by name more often then not! We also reach out multiple times a year to just say “hi” to our customers, because customer service, and connecting with our customers matters to us!

What is your favorite MaxExposure product?

My favorite products are our Website Design & Instagram Products! A lot of small businesses have outdated or nonfunctional websites so being able to see the transformation of their online company image has been amazing! 

If you need us to boost your social media following and engagement, check out our MaxExposure Social Posting products today!

Is the customer always right?

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We want to ask local businesses and marketers, what do you think of the phrase “the customer is always right?” Is having the right clients worth more than having a larger volume of clients that aren’t the right fit?

Watch below and let us know your thoughts in the comments!

How well do you know your customers?

No matter if you have hundreds of customers or just a handful, getting to know them can be the key ingredient to repeat business and or long term customer loyalty.

Here at MaxExposure we pride ourselves on offering the highest  level of customer service possible, down the the smallest detail of greeting our customers by name when they call (caller-ID, is KEY for this :)). Asking your customers about their life, major events coming up, what they did this past weekend or even remembering their order (at a restaurant) helps to make your customers feel appreciated and that you care about them for more than just their role as a patron.

So how do you work to keep your customers? In age of social media, its easy!

  1. Host an Event – Events are a great way to get to know your customers outside of the “buyer-seller” relationship. Whether its a wine & cheese mixer at retail store, a customer appreciation happy-hour, or a special “members-only” class at the gym, having small events allows you to meet each of your customers and spend time getting to know them!
  2. Connect on Social Media – Highlighting your customers and or taking pictures of them in your business is a great way to not only thank them for their business & loyalty, but also a great way to increase your social exposure. When you feature your customers on your social media, it’s very likely that they will repost and promote you to their following.
  3. RESPOND to YOUR REVIEWS! – Responding to your customers reviews when they are complimentary is JUST as important as when the customer has an issue. Thanking your customers publicly online, is crucial to ensuring they come back and visit your business again. The smallest gestures have the biggest impact, BUT, if you feel you don’t have time to keep up with your reviews, we’re always here to help you by monitoring and responding to them on your behalf! #shamelessplug
  4. Create a loyalty rewards program – we’re pretty sure it goes back to the days of potty training, but our society is highly driven by cause & effect rewards. Whether its a free wash after 10 car washes purchased, a punch card towards a free sandwich  or a 25% off coupon after your 1st visit, about 64% of small businesses say their loyalty programs have been successful.

Don’t worry, while you’re taking the time to get to know your customers, we are here to help monitor your reviews and manage your social media!

Need help with your online marketing? Check out our 80 products and services offered!

 

Transparency: Your Top Priority

This past week I discovered that one of my favorite clothing brands was not animal-friendly. As a vegan, this greatly upset me because my lifestyle is aimed at sustainability and limiting my use of animal products. In my rage, I wrote a well-worded, polite yet also snippy post on one of their social media sites. I was hoping that the company would contact me apologizing for their mistake. When I checked this social media site about an  later hour, I discovered that my post had been removed by the company. This brand not only removed my feedback, but they also destroyed a possible dialogue and refused to give me A+ customer service. They lost my loyalty, my future business and my good opinion of them.

This entire scenario could have completely avoided if this brand was simply… transparent. Transparency is one of the keys to all successful businesses. Transparency creates loyalty and loyalty creates repeated business. In light of this recent scenario, here are a three easy ways that you can build your brand’s reputation in regards to transparency.

Create a medium for customers to contact you directly

By establishing a medium for customers to contact you directly, they can directly ask you any questions or concerns they may have. The last thing you want is for a customer to reach out to third party for an answer regarding your business because it creates opportunities for misunderstandings and loss of business. Sometimes customers do not want to sit on the phone with customer service, and look for other ways to communicate quickly. One of the easiest ways to establish one of these mediums is through a  Facebook Messenger Chatbot or Live Chat. With a chatbot, automated responses are sent to your customer regarding any of their questions while with live chat, the customer chats one on one with a business representative.

Respond to ALL feedback

Not responding to feedback makes it look like your business doesn’t care. Deleting feedback makes it looks like your business has something to hide. Without explanation, it is clear why these are poor decisions. Through quick and polite responses to negative/positive feedback, customers feel like their opinions matter and misunderstandings are avoided. Having a o  Reputation Management system is best way to retain customers and have high ranking customer loyalty.

Allow employees to voice their opinions on products publicly

An employee is the ultimate narrator to a business’ quality because they understand the inner workings of everything that occurs “behind closed doors.” By displaying employee opinions in public places, such as on your companies social media & website, customers are more apt to trust your business because the people that work there, themselves, trust it and have a high opinion of it. Doing this through employee reviews of products, employee videos and testimonials is a great way to encourage more customer trust.

Looking to improve brand loyalty, transparency and reputation all while gaining and retaining customers? Not sure how? Contact us today!

How to Respond to Negative Reviews on Social Media

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Picture this. You’re at a new restaurant that just opened up down the street. You figured you’d give it a shot and who knows, maybe it’ll be the new “go-to” for date night! So you grab a couple friends and you all end up having a great time and enjoying a delicious meal. You go home, spread out on the couch, watch some late night tv, and sleep soundly knowing you found a new favorite restaurant and had a fun night out with your friends.

Now let’s rewind a couple hours. You’ve just arrived at the new restaurant. The wait is 30 minutes long even though there’s hardly anyone there and the staff is running around frantically, hardly paying any attention to you. You finally sit down at your table, the waitress brings you some waters, and disappears for 20 minutes while you’re looking at menus. She comes back, takes your order, your food arrives 30 minutes later, cold and bland. Needless to say, you had a terrible first experience and you go home complaining about the bad service and mediocre (at best) food, and you and your friends agree you will not be going back to that place again anytime soon.

So with 100% honesty answer this question: under which of these two circumstances would you be more likely to go online and write a review for the restaurant? I don’t know about you, but I hardly ever write a good review for a business, and I can name a couple occasions in which I wrote negative reviews. This is why I have made a resolution for myself, as I encourage you to do as well, that I am going to post reviews every time I visit a business, regardless of what kind of experience I had.

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Whether you are a business owner, or an employee, you are also a consumer, allowing you to take action to better businesses’ customer service on both ends of the stick. Just as it is your responsibility to respond to the negative reviews your business may receive, it is also your responsibility to give feedback to other companies, good or bad, in the hopes that they too can improve upon their customer service as well.

 

Receiving negative reviews online is unavoidable for any company, so being prepared and knowing how to respond to these negative reviews when you do receive them is extremely important in managing your customer relations and maintaining a good brand image. Below I have included 5 tips for responding to a negative review online:

     1. Read and Reread the Review 2. Include their name in the response (if possible)

Prior to responding to a negative review, you want to make sure you get a thorough understanding of what the customer is complaining about so you do not forget to include anything in your response. For example if you own a restaurant and the customer is complaining about the terrible service and that their soup arrived cold, you should not only respond to the terrible service complaint. You want the customer to feel valued and listened to, so responding to all of their issues is extremely important in maintaining a good customer relationship.

     2. Include their name in the response (if possible)

Including the customer’s name in your response to their complaint is a great way of personalizing your message to them and making them feel important. This is not always possible however, for example if a customer’s username is “Gladiator 97,” their first name is most likely not Gladiator, and therefore you should not include any name in the response.

     3. Portray a positive outlook on their feedback

pexels-photo-840996.jpegYou do not want to sound like you are annoyed that they gave you a negative review. Although the customer may be frustrated with your company, they are helping you improve your business by giving you feedback on where you could improve. You should always thank them for writing the review, for example you may write: “Thank you so much for your feedback, we value your business with us..” or “Thank you for taking the time to inform us of your experience, we love receiving customer feedback and are constantly working to improve our customer service..”

     4. Acknowledge the difference in perceptions

Negative reviews can be extremely frustrating because on most occasions, the customer is going to exaggerate the issue and make it appear worse than it was in reality. No matter how frustrating this may be, you have to remain the bigger person and express your concern rather than argue the issue with them. Remember, you are not only responding to the customer who wrote the negative review, but to every other person who may read the review and response when looking at your company’s reviews. Being the bigger person and responding as appropriately as possible to your customers’ reviews will benefit your company’s overall image in the long run.

     5. Actually look into their issue

pexels-photo-618550.jpegAs stated before, receiving negative reviews is less of a threat, but more an opportunity to improve your customer service and relationships. If the customer is complaining of a bad experience with an employee, or quality of a product your business carries, it is your responsibility as a company owner to take the time to look into the issue and insure it is resolved and will not reoccur.