July 28, 2009

Making and Fixing Customer Service Mistakes

One thing you may run across, in fact inevitably you will, is making a mistake. We all do from time to time. You may find yourself thinking that a larger business never would have made this mistake. While certainly possible, and there are things at which a larger company is simply better at, and there are difficulties you'll face that a larger business owner would not encounter, you do have some advantages over those companies. As a smaller operation, you can recover from a mistake much quicker, meaning you have a much better chance of retaining your customers. Keep reading - we've laid out a few vital steps to recovering from a mistake.

1. Own up!

Nothing looks worse or more unprofessional than trying to cover up a mistake, unless its doing so badly. If you have made a mistake and a customer is involved, before they find out about it, let them know. Let them know what has happened, and if they are curious, let them know why it happened. You'll find that the sooner that you tell them, the more understanding that they will be. This is significantly better than trying to hide it from them and having it come out later down the line.

2. Fix it

This one is obvious, but bear with us here. A large business will likely just give customers a refund and consider the matter forgotten. As a small business, this is not how you want to handle things. the personal touch is something small businesses excel in, and unlike the larger companies, you can't afford to lose a customer. Treat your customers as the important people they are. Try to make things right and replace the product, or as close to as is practicable. They will appreciate this, and remember making a personal call to them will go a long way.

3. Give them options

Your customers may feel powerless when things go wrong and there is little they personally can do to remedy things. Try offering them some control over the situation - ask them how they want things to be handled, and try your best to work with them to make them happy. The more pull they feel that they have over the situation, the more favorably they will be inclined to view your company.

4. Go above and beyond

Acknowledge that the problem has cost your customer, either in money or time. Offer a gift or a coupon for their next purchase after the problem has been remedied. It is important to leave your customer with a good impression of you, even if they have had a problem with your product or service. Handling these situations properly can even enhance your reputation for customer service.

When a mistake is made, as they sometimes will be, your status as a small business can enable to make the most of a less than ideal situation. Use this flexibility you have to make sure your customer knows how important they are to you, and how useful your company can be to them.