In every service industry a satisfied customer is eight times more likely to switch to a competitor than is a delighted customer. Keeping in mind the amount of money you invest in generating new sales, together with how many new customers you must sell each month to keep up with those you lose, some business people are beginning to realize they must make a meaningful deliberate effort to help train people to better handle customers who are angry or upset. Unless you have a deliberate strategy for nurturing customer relationships, it’s definitely not going to just happen by itself.

The list of things that infuriate client’s many of our employees never think about, and the list is long; Incorrect billing, lack of empathy, waiting on hold, excuses, being told “no” the wrong way, and employees who have not been trained on ways to handle really upset customers are just a few. Having the knowledge to turn an upset customer into a delighted one requires an intentional effort which if done “effectively”, will pay you big time for many years to come.  Many business owners I speak with feel that effectiveness is “to do things right”. I suggest that doing things right might provide great success, but with very few exceptions, I believe a better definition of effectiveness should be “to do the right things”. To “effectively” turn an angry customer into a long time loyal client, here are six basic steps which we all know but often forget about when the yelling begins. I challenge you to take these six steps to your team and ask them to improve upon them. Consider having an outside professional come in to host a workshop with your front line staff. The positive effects will amaze you and help improve your bottom line for the long term! The Six Basic Steps 1: Let your customer vent his or her feelings. Don’t tell them to calm down- this will make things worse. Learn to zip your lip and not take what they say personally. Anyone married? What happens when you interrupt your spouse while they’re venting? By allowing your angry customer to vent, you are letting the other person let off steam and expend energy. You allow yourself to truly understand his problem by quietly listening and you buy some time to devise reasonable options and alternatives. 2: Don’t get trapped in the “negative filter” about your customer. Instead, focus on asking yourself the question, “What does this person need, and how can I provide it?” 3: Express empathy for the customer’s situation by using empathic phrases and apologizing. (This must be so frustrating for you. I see your point of view. I hear what you are saying. I’m so sorry that happened.) Sharing a sense of empathy does not assume responsibility for something that’s not your fault. It simply conveys to this customer that you truly care. 4: Work to actively solve the problem. Gather the information you need by asking the right questions, and let him know you are serious about resolving the issue as quickly as possible. 5: Tell the customer you will take personal responsibility to work with others on a solution, and follow through with it to completion. Then follow up with him once the situation was resolved. (Be willing to “not know” all the answers. Admitting you don’t know, but will find out, can be a sign of strength which garners trust from your customer.) 6: Come to a mutual agreement on the steps necessary to reach a solution. Try to always be as inclusive as possible so the customer feels he has been taken seriously and has had an active part in resolving the situation. Remember to UNDER PROMISE and OVER DELIVER. This will exceed his expectations and make you and your company a hero in the eyes of your customer. Customer problems can be a good thing! Always remember when there is never a problem or any contact with your employees; most customers feel all service companies are exactly the same so why not go with any competitor? When you resolve issues really well, you add value to the service you deliver, increase customer loyalty, and shine bright in the eyes of your customers. Bob Harris is President of the Attrition Busters. With over thirty-years of front-line retention experience, he provides seminars, business consulting, and workshops to help great companies become even better. Bob can be reached at 818-730-4690 or by email at bobh@consultant.com. Learn more about The Attrition Busters at www.attritionbusters.com.

Bob Harris

Bob Harris has been saving customers from competitors for over thirty years. He came up through the ranks of field service technician to executive level management. Creating higher perceived value through dynamic and creative training; his focus was to manifest distinguishable long term customer loyalty by increasing the experience based perception. A natural at motivational public speaking, Bob was asked by several service and call Center Company owners to teach their employees how to delight their clients and raise the level of customer loyalty from satisfied to delighted. After conducting over 200 seminars and workshops for large and small corporations and a wide variety of business associations, Bob founded the Attrition Busters in 2003. Today, Bob Harris and the Attrition Busters (http://www.attritionbusters.com) are widely recognized as the premier customer retention trainers and business consultants in North America.

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