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5 Steps to Make an Unhappy Customer Happy Again

love We’ve all heard the basic rules of customer service. But they deserve repeating before we discuss how to resolve a customer complaint.

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Rule #1: The customer is always right.

Rule #2: If the customer is ever wrong, reread Rule #1.

These two rules are sufficient most of the time. However, sometimes we must realize:

Rule #3: The customer may not always reasonable.

You must know your boundaries in dealing with an unreasonable customer. If you’re a leader, you must communicate these boundaries to your people so they are effective when customers complain.

5 steps to make an unhappy customer happy again

Step #1 – Let the customer vent.
Before you can attempt to resolve the situation, you must understand it. Find out exactly what is troubling your customer. 

Step #2 – Listen attentively.
While this is really part of Step #1, it is so important that it bears special emphasis. Pay attention to what your customer is and isn’t saying. What are his or her specific objections?

#3 – Restate the complaint or complaints.
Wait until he or she has completely “unloaded”. Then, repeat back to your customer the complaints he or she has registered.

You may say, “Please let me make sure I completely understand your concerns.”  Then restate the complaint.

Step #4 – Assure them.

This is not to say that you agree with him or her. It simply lets your customer know that you recognize how they feel.  There is a difference!    You may say things like:

* “I can understand why you might feel that way.”
* “I can see your point.”
* “I can appreciate that.”

#5 – Find out what they want.

Everything has led to this point.  Simply ask the customer this question: “What would you like me to do?”

If you have handled yourself correctly up to now, you will find they will usually ask for less than you would expect.  If so, give it to them! If not, offer them a reasonable option to resolve the issue. 

Let them decide how they can be happy again.  It will be rare when you can’t find a good solution that makes both of you happy.

Complaints are an opportunity

Good things can come from a customer complaint. You can learn how to improve your procedures.

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georgeI once owned a carpet cleaning business. I remember a customer complained because we didn’t get the furniture put back exactly where she had it. We had a chair misplaced by about an eighth of an inch. From that day on, we asked every customer to look at the room before we left to make sure we had everything in the right place. Our customers were thrilled at this simple change in process!

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Remember this, if a customer is unhappy, they’ll usually do one of two things:

Take their business elsewhere or complain. Which do you prefer?

Research shows that customers, who have had problems resolved to their satisfaction, produce three times the revenue of a customer without a problem. On top of that, they are much more likely to recommend you to their friends and family.

Sounds like a good reason to try to make unhappy customers happy again!
 

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Next time, we’ll discuss what you have to do BEFORE you hire an employee. Until then, here’s to your bigg success!

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You may especially enjoy listening to today’s show. We had some fun with sound effects throughout, most which can’t be translated to print!

"We recently saw a study that showed that nature-based recreation in the US has declined about 25% in the last 20 years, after increasing in the 50 years before that."

 

"So we did our show today in the middle of nature – we camped out! We recorded the show in front of a nice fire while we roasted marshmallows."

 

Nature comes with benefits

Studies have shown that being outdoors has some incredible health benefits. In fact, even just SEEING the outdoors is beneficial. A little while ago, we saw a study that showed that hospital patients with a window recover much faster from surgery than those without. Isn’t that amazing?

This same study cited numerous sources that showed that spending time outdoors can lower stress and decrease mental fatigue.

Born to be wild

We’ve been talking about the benefits of being outdoors. Now let’s look at what the outdoors can do for one specific group of people – kids.

This same study we mentioned earlier showed that kids who spend more time outside pay attention better and are less demanding. It’s even been shown to reduce symptoms of Attention Deficit – Hyperactivity Disorder (ADHD).

But going back to where we started, Americans are spending less time outdoors. Miracle-Gro, the garden fertilizer company, just conducted a survey. Nearly 70 percent of the parents who responded said their kids spend less time outdoors than they did when they were kids.

"My parents wouldn’t let my sister and me inside until it was dark. They wanted us to run off all that energy!"

 

"Now I know why Mary-Lynn brought me out here!"

   

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A Way to Listen More Attentively with 3 Tips on How to Do It

By Bigg Success Staff
07-21-08

Life Skills

listening 

Listening attentively is one of the single most important skills you can develop. You’ll build deeper relationships much more quickly. You’ll learn more about a variety of subjects than you can imagine. You’ll also uncover opportunities that help you move onward and upward.

But listening is hard work!

We don’t think of it that way, but it is. Listening is a habit. Like many good habits, it doesn’t happen naturally. 

So here’s a way to develop the habit of listening attentively:

Focus on asking follow-up questions

When you let someone else speak, you make them feel important. When you ask relevant follow-up questions, you make them feel even more important.

You send the message that you really are listening. Otherwise you wouldn’t be able to come up with a good question!

You also reinforce that you really are interested in what he or she is saying. Why would you extend the conversation if that weren’t the case?

But focusing on asking follow-up questions serves an even more important role – it forces you to listen attentively.

As we mentioned earlier, you can’t form pertinent questions if you aren’t listening carefully to what is being said.

But we won’t kid you … it’s still a hard habit to develop. So here are 3 tips to make this part of your communication arsenal:

It’s not just about the words

Sure the words being spoken are important. But there are other cues for which you should be alert. For example, if you’re talking to someone in-person, pay attention to body language, facial expressions, and voice inflections. Your question very well may come not from what they said, but how they said it.

Use self-prompts

One of the reasons we don’t listen as well as we should is because our brain is busy thinking about what we’re going to say once the other person quits talking. Get over this by providing yourself a one-word cue for your question. Then all you have to do is “cue” your brain when the other person finishes his or her thought.

For example, assume you're talking to a friend abut his new car. He tells you that he can get into it and start it without keys. He then shows you the sunroof. You've put the word "keys" in cue – repeating it several times in your head – until he stops talking. Then you ask how the key system works.  

Practice, practice, practice

Like any good habit, listening attentively won’t happen overnight. Make it a point to practice your new craft – ask good follow-up questions in every conversation you have for at least the next two weeks. By then, you should be a pro!

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