Having your own business is a competitive environment. One wrong move and you could be losing customers to your competition. That’s why it is essential that your business focuses on problem solving to increase customer satisfaction and loyalty. But what happens when your company makes a mistake, such as not allowing a customer to return a damaged product or putting your customer on hold for a lengthy amount of time? Your customers may take that very personally.
Building Confidence while Problem Solving for Customer Satisfaction
Your business should be focused on keeping the customers’ confidence because once you lose the confidence of a customer, you can lose everything that you’ve worked for. According to marketwatch.com, Comcast, Wells Fargo, American Airlines are the companies with the worst reputations. How did they get placed on that list? The reasons range from poor customer service, cutting employees’ salaries, cutting jobs, and in the case of BP, it is still reeling from the 2010 Deepwater Horizon Oil Spill, which tarnished their reputation beyond repair. If you have found that your business is suffering from poor customer service reviews, public relations, or consistency, you could be in danger of losing your customers. When you lose your customer’s confidence, it can cost you everything. If you think you may be at risk of losing customers, you need to inject trust back into the relationship.
Loyal customers can make or break a business because returning customers account for much of your profits. Additionally, they are great for word-of-mouth marketing. Losing the trust of a customer who pays money for your product or service means that you could permanently damage the reputation of your company. If you’ve made a single mistake or just suffered a miscommunication, there may be a way to win your customers’ trust back. If you don’t want to see the end of your business, here are some key tactics to execute to regain that trust.
1. Effective problem solving techniques
To begin problem solving, you must find out where the leak is. Once you have figured out the source of your issues, you can take steps to rectify the problems. Sometimes you will get customers that are open about the issues that they have and will voice their opinions directly to you. However, many customers will simply switch to your competitor without saying a thing. You can find out feedback from these customers by asking customers to fill out surveys, following up with your customers after a purchase, scanning Yelp for reviews, and reaching out to once-regular customers who haven’t purchased in a while.
2. Take responsibility
Once you’ve found out where you’ve gone wrong with a customer, it’s time to own up to your mistake. Never get defensive with a customer or blame the issue on something else. Apologize so you and the customer can move on. Think about it, if you were the unsatisfied customer, would you want to the company you’re giving your money to, to get defensive when you contact them with a problem? Absolutely not. Apologizing is always the best solution.
3. Remedy the situation
While an apology is the first step to begin to remedy a situation, the next task is to rebuild the trust. Be sure that you do this by ensuring the problem never happens again. There might be a flaw in one aspect of your business, and if you do not fix this issue, you may have future problems with other customers. Retain feedback while you source out the issues and make the appropriate changes, that way you know that your business is on the right track.
4. Offer the customer something for their troubles
Problem solving issues, so it never happens again may help you to retain other customers, but if the problem was very bad, then you may have to do more to regain the customer’s confidence. Provide the customer a gift along with your apologies such as a discount or a free sample. This little act of giving shows to your customers that your business will go above and beyond for their customers’ happiness.