Top Three Tips for Retaining an Unhappy Customer

Top Three Tips for Retaining an Unhappy Customer

1. Listen

Even if you don’t agree, give them a chance to voice their opinions and concerns and ensure they know you’re listening and you care.

2. Empathize

Don’t be afraid to say “We made a mistake.” Or, if you didn’t make a mistake, you can simply express your sympathy with a genuine “I’m sorry you didn’t have the kind of experience we aim to deliver.”

3. Exceed Expectations

You may not be able to offer free products, but you may be able to do something on a smaller scale. Depending on your customer, you may want to send them a gift card to a coffee shop, tickets to the local game, or a simple “thank you for your business” note in the mail. Refunds, discounts on additional products, and any free products are also a winner, but you can keep it simple and affordable.

Any company that gets a “wow” can count on repeat customers and priceless referrals.