If you own a small business, you’ve probably dealt with an unhappy customer or two. And if you haven’t, you’re probably going to.
Pouring your soul into your customers only to receive negative feedback can be discouraging and frustrating. But with some preparation and knowledge, you can improve your chances of turning a disgruntled customer into a loyal one.
And even if you can’t convert an upset customer, you can learn from the experience and be prepared for the worst. From business insurance to protect you from lawsuits to conflict resolution skills, read on for tips in dealing with unhappy customers.
Tip #1 – Business Insurance Protects From Unhappy Customers
The most disgruntled customers may be looking for a reason to sue your company. Lawsuits are never cheap, and even if you win your case, the legal fees could put you out of business. As an entrepreneur, you should be looking for ways to protect your assets from lawsuits.
One of the things business insurance covers is your legal fees when you face a lawsuit. If you think you can’t afford business insurance, you need to remember what could happen if you don’t have it. Then you’ll start to realize you can’t afford to be without it. The risk is too high.
Figuring out how to choose a business insurance provider doesn’t have to be hard. You should compare rates, what coverage you need, and customer service reviews to help you decide.
Tip #2 – De-escalation Techniques Calm Angry Customers
Some people are naturally charismatic, while others struggle with interpersonal communication. But no matter where you are in natural ability, you can improve your communication skills.
Consider taking a customer relations class to study and practice techniques. One of the easiest ways to hone your skills is to practice with your family. If you have children, you will likely have plenty of opportunities.
The de-escalation techniques you learn can help you reason with angry customers and get to the root of their issues so you can help rectify the situation. When you evaluate how your team handles customer relations, you may spot toxic customer service practices that can be addressed.
Tip #3 – An Angry Customer Is Still a Customer
You don’t want to lose a customer, even a bothersome one. Remind yourself that your customers are valuable and they’re worth fighting to keep.
Sometimes you have to give up proving you’re right, sympathize with the customer, and give them what you want. This approach isn’t always a good idea. But in some situations, it’s worth giving in so you can keep your customer.
Tip #4 – Collect Data From All Customers
When you encourage all customers to fill out surveys, you can identify potential problem areas with how you run your visit. If you can eliminate those problems, you might be able to stop the problems from happening in the first place.
Something that might make sense to you could cause contention for customers. Surveys will help you identify commonalities and trends between all your customers.
When you have a growth mindset, you can use your survey information to improve your business and reduce future customer satisfaction problems.
With some preparation and training, you can protect your company from an unhappy customer. You might even turn them into a happy, returning customer.