Since we are perfectly imperfect as human beings, even if you are a rock star in the area of customer service, you will make mistakes. You will have upset customers from time to time. Sometimes it won’t be because of an error you made. It will be because your customer’s expectations are different than yours.
One of the biggest mistakes business owners and their employees make is not setting up strategies to communicate and manage your customer’s expectation before, during and after a purchase is made.
Let me tell you a personal story. I was shopping at a well-known warehouse store where I bought a pair of boxing shorts as a gift for a friend. However, I needed to exchange it because of size .Unfortunately it was denied as their policy required that tags be attached to the item for an exchange to be permitted. I was a very unhappy customer. This situation could have easily been avoided. The sales person could have asked me before I made the purchase if it was a gift. Then she could have told me the item could only be exchanged with the tags attached. It’s that simple.
How could you be managing your customer’s expectations in advance of their purchase to reduce the possibility of them becoming unhappy or upset?
In part 2, I will share details on how to gently manage an upset customer after a situation like this arises.
In what way have your started to take a stand in your business?
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Jen DeTracey is a Strategic Alchemist for Lift Strategies. “My focus over the past 25 years is to really drive home the importance of customer retention and getting new customers efficiently. It’s about nurturing your fans and attracting new ones. If you don’t have a system in place to keep customers, you can’t go out effectively get new ones.” Jen offers in-person and phone consultation, keynote speaking, half day training, her “Lift Strategies” book and the “create your customized marketing action plan” through a personalized one to one telephone/online program.