Unsatisfied Customers Can Kill a Business Opportunity
A Home Business Article Contributed by Donna m. Brown
Have You Lost a Business Opportunity to an Unsatisfied Customer?
Unsatisfied customers could be walking out your door today, taking with them a great business opportunity. You might not see the scowls on their faces, the red blood rise to their foreheads or even hear an angry word uttered. That's why customers are so complex - they leave quietly, but then make a loud and clear statement to many, many potential customers about their dissatisfaction. Each person who hears about that customer's bad experience is a lost business opportunity.
By the same token, if you catch an unsatisfied customer before he or she ends association with you, you could buy yourself more positive advertising than even a television commercial could produce. Testimonials from trusted friends are the best kind of advertising - it's cheap and it spreads like wildfire. Will your customers be positive or negative billboards for you?
Teach Employees to Recognize When Your Business Opportunity Walks out the Door
Carefully monitor customers' body language, voice fluctuations and verbal signals. Whether your business opportunity involves walk-in customers or clients across the sea, there are ways to read them and you need to become an expert on identifying red warning flags.
Instruct your employees to never argue with a customer. Acknowledge any problem - real or perceived - that an unsatisfied customer might have. Share your point of view when the opportunity is right and not until. Carefully word your point of view so no customer feels he or she is under attack.
Take responsibility for the problem. Think of finding a suitable resolution as a business opportunity. Never make excuses. The customer is not concerned that your secretary was sick or that the mail clerk failed to show up at work. Keep internal problems inside your organization and encourage each employee to stand bravely on the front line when it comes to calming customers.
Turn Conflict into a Business Opportunity
Immediately take action to resolve a sticky situation. Your business opportunity relies on your ability to solve problems on your feet. If you promise a solution and then don't deliver it, you are only digging a deeper grave.
Empower front-line employees with discount coupons or other incentives that will encourage customers to give you another try. You will likely receive a return worth far more than the original discount.
Consider purchasing movie tickets, dinner passes or other entertainment that you can present to an angry customer. Apologize for making your customer uncomfortable and say you want to make it up to them by offering them an enjoyable time at a local theater or restaurant.
Each time exercise wise conflict resolution you create a whole new business opportunity. Don't be surprised if your customer is caught off guard by your kindness and consideration. Your customer will be so impressed with your willingness to resolve unpleasant issues that he or she will be talking about it for weeks to come! Ta Dah! A new business opportunity is born each time the story of your impressive reaction is told.
