What do people do when they have a problem with something? They tell someone about it! Whether dealing with rude employees, waiting too long in a line or receiving poor service, word gets around about their negative experience. No matter what kind of business you are involved with or how big or small your business, you will always have to deal with client concerns.
As author, Azriela Jaffe has said, “When you are servicing customers, mistakes will always happen. It’s how you respond to them that matters. When treated well, a dissatisfied customer will become your best ambassador.”
How can you reply to client concerns in a positive, helpful manner that keeps your clients your loyal ambassadors? By applying these three communication techniques in your business, you can ensure that any sticky situation is not only salvageable but might even be forgotten!
- Give your clients a voice, even if it is to voice a concern. Keep the channels of communication open. Make it easy for your clients voice any concern they have. Clients who have a problem with your level of service are likely to talk about it to their peers and friends. If you ensure that communication is open and honest from everyone involved, not only is the client feedback more helpful, you set yourself up for the future by creating ways to prevent the concerns from occurring again.
- Deal with the concern immediately. This is not the time to put a client on hold or get sidetracked with another issue. If a client has been brave enough to voice their concern, the best thing you can do is communicate with them and let them know that the situation is your top priority. Not only does this let the client know that they are valued but that you also think something needs to be done about their problem.
- Empower your employees. Allow your employees to come to you with the solution they feel will help ease the concern. An employee can respond to a client concern quickly if you communicate with them so they know they are authorized to do so.
If we look at this from the perspective of a restaurant providing service to its customers, we can see the importance. In this case, restaurant staff often can offer dissatisfied customers free desserts or appetizers to help relieve a tense situation. Most customers are won over by this small gesture, as they just want to know that they are valued. By learning from this example and applying its lesson to client service, we can see very quickly, how this helps prevent a mole hill from turning into a mountain and also builds client confidence.
Make sure that when you reply to customer complaints, you respond to the situation quickly and efficiently – as this fast attention actually improves customer loyalty. Use these communication techniques so that your clients are satisfied with the way their complaint was handled. If you do, they will keep coming back to do business with you – and that is the bottom line!