Don’t Let Complaints Ruin a Relationship
It’s inevitable, sooner or later there’s going to be a mistake or a complaint with a product or service – no matter what industry you’re in. How you handle that problem is critical to your future relationship with that customer. Approach any complaint, no matter how big or small the same way every time – making sure everyone in the company understands how these issues are to be handled. Following a simple step-by-step process will strengthen your relationship with your customers.
- Acknowledge the issue. Make sure the customer knows you understand the impact the problem has on them. Don’t place blame and let the customer vent as much as necessary.
- Ask the customer how they would like the problem resolved. In many cases their resolution is much easier and quicker than what you would have offered.
- Advise the customer to a realistic time frame for resolving the problem and most importantly make sure that time frame is honored. Keep the customer informed of your progress.
Problems don’t happen often but when they do the staff at MultiGraphic Marketing will do everything within their power to make it right!