From Tragic to Magic
153 tips, tools & tactics for handling customer complaints and turning dissatisfied customers into loyal fans
Have you ever had a bad customer experience and wanted to complain but just thought it wasn’t worth the effort?
It’s too much trouble to find someone, no one seems interested, if you complain it won’t do any good anyway.
Even in the best run businesses things go wrong. Accidents happen, things get missed or events occur that are totally out of your control.
Most customers accept this. But it’s how you resolve the situation that gets remembered.
So what can you do to lessen the impact on your customers’ experience and limit the potential damage to your reputation?
Unless you get people's feedback you can't do anything about it.
When a customer is unhappy there are three potential outcomes:
- They accept it, and say nothing, and in all likelihood don't bother to return.
- They grumble about it, tell their friends, and worse case, post negative comments on social media.
- They complain directly to you, so you have a chance to rectify the situation leaving the customer with a positive last impression and an opportunity to encourage them to return.
I know which of these options I would rather have!
So the more you can do to get direct feedback, warts and all, the greater the likelihood you have of resolving the situation there and then, turning it around and turning what could have been a tragic moment into a magic moment.