OK, campers, here we are with my final Part 3 of “How to resolve customer complaints”.
Part 1 reviewed my 3-step Emotional Judo method of 1) thanking them, 2) sincerely apologizing and 3) taking “ownership” of the issue.
Then in Part 2 I shared a very simple (but often ignored) complaint solving secret. Once you have clarified what the problem is, fix it and fix it cheerfully. (Absolutely NO justifying, complaining and/or scowling allowed!)
So now you have a mollified customer that is at least not going to crucify you to their friends and/or on the Internet. So now go one step further and create a “Turbo Cheerleader” that will rave about what a great company you are!
After resolving your customer’s concern do “something extra”. Just look around and say, “I’m sorry we had to come back. Let me make it up to you by …”
Yes, you heard me right. “Gift” the client something of value. Instead of just “settling accounts” go over and beyond by doing something extra at no charge. This free gift doesn’t have to be anything elaborate. For example …
You can spend a few minutes (remember, your machine is all set up anyway) cleaning a few cushions or the traffic lanes in an adjacent room or her car mats or (you choose). 20 years ago customer service expert Ron Zemke called this peace offering “Symbolic Atonement”- and yes, the concept still works!
NOTE: I’ll share my very best Symbolic Atonement/gift certificate idea in next week’s QuickTIP.
PS So what “peace offerings” do you give to your inconvenienced/unhappy customers?
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