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Posts Tagged ‘small biz dealing with unhappy customers’

Unfortunately, as small business owners, situations that involve unhappy customers are bound to happen.

So, how do small business entrepreneurs handle unhappy customers? Is the customer always right? What if a business owner has done everything to correct a situation and the customer is still not happy? #HandmadeChat this week involved a discussion of all of these questions.  Red-hot tips from contributors spoke loudly of strength in handling these situations.  Here is a sample from the chat:

HOW DO YOU HANDLE IT WHEN A CUSTOMER COMPLAINS ABOUT YOUR PRODUCT OR SERVICE?

@PenAndInkSpot

  • Listen to your customers!
  • React ASAP and acknowledge the customer’s unhappiness.
  • Do not apologize for a problem until it has been researched.
  • Be honest, and definitely do not make excuses.  Customers can sniff out dishonesty.
  • Apologize where needed and offer to correct the situation.

DO YOU LIVE BY THE MANTRA THAT, “THE CUSTOMER IS ALWAYS RIGHT?” WHY OR WHY NOT?

@PenAndInkSpot

  • It is up to you as a #smallbiz owner to determine if complaints are a one-time occurance, or if preventable.
  • Some customers are simply difficult to please.

@AlegnaSoap

  • They are not always right. But they always think they are right, so Im always polite. Polite is important

@INDIEbusiness

  • I don’t live by “Cust is always right.” Live by, “Cust always deserves to be heard, treated fairly.”

@NatGoodSoaps

  • Take a minute to breath before responding to a phone call or email

I believe in turning a negative into a positive, so I love this parting #HandmadeChat thought: Smile, knowing that you have experienced a new situation and have gained #CEO experience! (The best part of it!)

You may download the entire transcript of the discussion here.

The next #HandmadeChat will be held August 16, 8pm ET, lead  by La Shonda Tyree, “How To Prepare For The Holiday Season.”  It is right around the corner!

Annie’s Goat Hill Handcrafted Soaps is winding down.  I facilitated this week’s #HandmadeChat as @PenAndInkSpot, my new Twitter and business name (Pen and Ink Spot).  My new (not quite in full service yet) blog is located here.  Soon, I will discuss the focus of Pen and Ink Spot.  I am excited that book writing is a big part of it!

 

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