Complaints from customers are crucial to your business. Getting a new client is usually more costly and tedious compared to keeping the business of an existing customer. Complaints are inevitable. Complaining clients are, therefore, exponentially better than those who stay silent about their dissatisfaction. For one, you can resolve complaints you are aware of. Second, dissatisfied customers who stay mum about their negative experiences just leave you right off the bat.
As long as you have a positive mindset about complaints, you’ll manage them well. The principles behind complaint handling are not rocket science. See for yourself:
Recall the best and worst customer experience you encountered
As a customer yourself, you have a good grasp of what positive and negative experience is like. Give yourself time to remember the best experience you had as a customer. Briefly write down what made the experience good. A lot of customers say that a smooth-flowing and efficient service tops their list. Getting exactly what they needed is also a part of their list of the best aspects.
On the other hand, think of the worst experience you’ve ever had. Quickly run through the reasons behind this. Read further only once you’re done. Poor customer experience is related to no one from the company seeming to care about the problem they caused you, errors on their end that they couldn’t rectify, and their inability to meet your expectations.
Facing a complaint is not a dead end. Complaining customers have heightened emotions, and resolving their agonizing complaints can make them loyal to your business. This will facilitate positive word of mouth in the long run.
Put yourself in your customers’ shoes
The most straightforward yet most effective complaint handling technique is to see the situation from your client’s point of view. If you were in their position, what would you want as a resolution? Assess if you can help them with the resolution they want. If not, make sure you respond as empathetically as possible.
In your line of business, customers will be complaining about stolen items, tardiness by junk removers, damaged items or property, and a sudden change in the price quote. Ask clients how you can make it up to them. If you can help them with exactly what they require you to resolve the issue, that’s well and good. If that isn’t the case, you’re ready for the next step.
Address the emotion behind their concern
“Losing items you still wanted to keep is depleting. I know you trusted us with your business, and we’re committed to that trust. We won’t steal from our clients because we value the business we have with them” sounds more customer-centric than “I’m sorry you lost your items, but we didn’t do it.” Offer a discount if you can to help the client trust you again.
Losing a repeat customer is also inevitable. Make sure you work with companies that help you with junk removal leads to keep your pool of customers increasing. Then do what you can to build long term relationships with these clients.