Episode 97 - How to deal with unhappy customers
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.
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