After showing my brochure design to Sherryn, she made small key changes which made the world of difference. The response & feedback from the brochure has been extraordinary. Thank you so much, you're a gem!
Rochelle Orr, Hello Babe
Four ways to salvage an unhappy customer
If the response is negative then learn from it!
You took my advice, picked up the phone and dialled a past client only to be told your client was dissatisfied. Don't despair - this is the cheapest market research you will ever get so capitalize upon it! There is always a chance to fix it and turn the unhappy client into a repeat customer.
Don't get embarrassed or defensive:
- Firstly apologise and mean it.
- See it from your client's point of view and if it is a genuine complaint, agree that is how you would have felt under the same circumstances.
Ways to turn it around:
- Ask "How could I have done it better?" or "How could I have improved?"
- Listen and learn from the feedback - you have the opportunity to create a better product/service without the cost of researching your market!
- If appropriate, ask if you can fix the misunderstanding. With thought you can convert an unhappy client into an impressed one at this point.
- Thank them for taking the time to share their views, say how important this is for your business and you hope to do business with them again.
The winning converter:
- If you do action the feedback, ring the client when you are ready to trial the enhanced product/service.
- Say you appreciated their feedback, acted upon it and want them to be the first to trial it at no cost/reduced cost.
Pick up the phone and dial a past client every day
- Personal attention is always a winner
- Satisfied clients mean repeat business
- Happy clients look forward to doing more business with you
- Regular clients refer you more business
Instead of sourcing new clients, look no further than your existing client base!
