Consumers business loans
Do you have business banking questions? Contact our knowledgeable commercial loan officers.
Show customers you really care when there’s a problem and many will give you another chance.
No business owner wants to let a customer down but sometimes things happen. A product turns out to be a lemon. A delivery is late. Or maybe customer service was below par. Whatever the problem, it’s an opportunity to build a stronger relationship with your customer. An apology goes a long way to restoring broken trust—if it’s done right.
Respond promptly, apologize and admit the mistake
As soon as you’re aware that you’ve let a customer down, acknowledge the situation with empathy. Apologize. Be specific in stating what went wrong and how it affected your customer.
For example, “Dear Jennifer: I’m sorry the flowers were delivered later than expected. I know this was disappointing for you.”
Address your customer by name and use “I” and “you” to make your apology personal.
Be sincere and own the mistake
Do be sincere and take ownership of the mistake. For example, you might say, “We’re sorry our product failed so quickly. That’s not the quality we expect to deliver.”
Don’t put the blame on the customer. Language like “sorry, but …” can fuel more dissatisfaction and resentment.
Show the mistake won’t happen again
Customers will be more likely to choose you again if they know you’ve taken action to avoid future problems. Tell them what you’ve done to avoid repeat problems. This might mean you’ve reviewed your scheduling process or addressed a manufacturing problem. Again, be specific.
Offer compensation
The most direct way to make things right with a customer you’ve let down is to offer compensation. This can take various forms such as product replacement, a refund or redoing the service.
Empower your team to apologize
One way to ensure a prompt remedy to customer problems is to authorize your team to apologize and find solutions. A customer sent a drink back because the glass was dirty? Allow servers to apologize and remove the charge from the bill.
You can set a maximize dollar amount for on-the-spot remedies that can be made by any team member. You may also have a collection of additional remedies that could offered—like free shipping or a gift basket with a hand-written note.
Thank your customer and ask for a second chance
Thank your customer for letting you know about the problem and giving you an opportunity to make things right. If it’s a repeat customer, thank them for their loyalty and trusting you with their business.
Good apologies create good customers
A sincere apology won’t prevent every dissatisfied customers from becoming a detractor, but it can make many folks more loyal than ever. When people know you really care about them, are willing to make things right and will do better next time, many are willing to give you another chance. Another benefit? They’ll talk your business up in a good way to their friends and colleagues because their trust in your business has been restored.
Federally Insured by NCUA.
Consumers business loans
Do you have business banking questions? Contact our knowledgeable commercial loan officers.