Strategies for Addressing Customer Complaints

Your client relationships have a huge impact on your brand. Here's why... ⬇ Brand perception is heavily shaped by customer experience. And if your client service is less than stellar, chances are good that your brand perception isn't so hot. If you want to keep clients and turn them into raving fans, you must pay attention to how you care for customers. Yesterday, my good friend, Dew Tinnin, spoke at the local Better Business Bureau's awards about how to improve client relationships. Here were my two biggest takeaways: 1️⃣ Take responsibility when things go wrong. It’s so easy to brush off complaints and chalk it up as another frustrated client. But, when you make a client’s problem as “no big deal”, it feels like the end of the world to them. However, when you treat problems as the end of the world, it becomes no big deal to the client. Taking that responsibility makes all the difference. 2️⃣ Investigate and improve. Taking a client’s complains and feedback seriously is how you get better as a business. That means listening intently (and not just for your turn to speak). Dew shared a story about a hair salon owner who said “if the issue gets to me, it’s free.” So, when the salon had gotten hair dye on a women’s suit jacket, the owner gave the client $400 to replace the full suit. No questions asked. Prior to that issue, the woman had never referred clients to the salon. But in the year following, she referred 12 clients to the business. That’s proof that mistakes aren’t detrimental if you focus on how to make it right. ⭐ BOTTOM LINE ➡ If you want to improve your brand, don’t overlook customer experience. How people experience your brand says a lot about your business. After all, your brand is NOT what you say it is. It’s what your customers say about you when you’re not in the room. How you deliver on client service goes a long way toward shaping their perception of you. Serving well is one way to ensure their perception is a good one. Have you ever had an experience where a company turned a negative situation into a positive one? Have you ever had a client experience that turned you into a raving fan? I’d love to hear about it! 👇

It may be surprising, but sometimes the most positive experiences can be born out of complaints. 68% of customers are willing to pay more for a brand that offers good service, and 93% of customers make repeat purchases from companies that provide excellent service. When we respond to complaints with care and competence, we turn critics into fans. Our natural reaction to negative feedback is to avoid, blame, or argue with the person, but we can develop far more positive responses by remembering these 5 things: 1. Respond quickly -- don't allow time for the problem to grow in the person's mind 2. Make it personal -- emails often seem stale and formal, so make a call instead 3. Empathize -- Enter their world and show that you understand the emotional toll 4. Take time to explain -- don't assume that a quick answer is enough 5. Make it right -- do whatever it takes to make the person say, "Thank you, this really fixed the problem for me" These simple solutions apply to customer service, team relationships, sales meetings, and every other kind of interaction you can think of. When we have a reputation of being someone who solves problems, we become indispensable to our supervisors, our customers, our friends, and our families.

Everyone deserves high-level customer service. However many brands drop the ball when it comes to supporting their customers. Is your team making these common customer service mistakes? Mistake #1 - Slow response times. Customer inquiries that aren't dealt with in a timely and efficient manner can lead to a decline in customer satisfaction levels.  Solution #1 - Clearly communicate your expected response times on your website and selling platforms. This helps manage customer expectations and demonstrates your commitment to providing timely and efficient service. Mistake #2 - Lack of training - Unprepared customer service representatives can exacerbate customer issues, leading to dissatisfaction and negative brand perception. Solution #2 - Implement standardized operating procedures (SOPs) to ensure consistency in handling inquiries and solutions. Regularly update training materials to keep your team ahead of the latest developments and frequently asked questions. Mistake #3 - Ignoring customer feedback. This not only alienates customers but also hampers your ability to improve and innovate. Solution #3 - Addressing negative feedback publicly shows new and existing customers that you value accountability and transparency in your business. It can build a strong sense of trust and credibility for your brand.  Mistake #4 - Limited access to customer support. Neglecting customers on smaller platforms or channels can result in missed opportunities and revenue losses. Solution #4 - Ensure that your customer support team has the resources and capacity to assist customers across all platforms, regardless of size or popularity. Consistent support reaffirms your commitment to exceptional service and builds trust among your audience. Exceptional customer service is a non-negotiable aspect of building a successful and sustainable brand. What does your customer service strategy look like?

Leading Extraordinary Customer Service in 2024 Leadership is the crucial factor in elevating average customer service into exceptional customer service. Here's how leaders can do that: Empower Employees: Give your team the authority to make customer-focused decisions without higher-up approval. Define their limits in terms of time and money, fostering a sense of ownership and willingness to go above and beyond for customers. Exemplify Behavior: Lead by example in creating a customer-centric culture. Demonstrate the importance of customer service in every action and interaction, ensuring a service mindset pervades your organization. Enhance Training: Go beyond basic training. Equip customer service representatives with advanced skills in understanding human behavior, asking the right questions, and taking effective actions. Skilled employees are motivated employees. Utilize Feedback: Actively gather and use customer feedback to drive improvements. Ensure the process is customer-friendly and not burdensome. Personalize Interactions: Strive for personal connections with customers. Treat them as individuals, not numbers, by understanding and addressing their specific needs. Leverage Technology: Use technology to improve service efficiency and effectiveness, but avoid letting it hinder personal service. Implement tools like CRM systems, chatbots, and data analytics strategically. Reward Excellence: Acknowledge and reward those who provide outstanding service. This not only motivates them but also inspires the entire team. Communicate Clearly: Maintain clear, consistent communication within your team and with customers. This aligns with the principle of effective communication central to your teachings. Convert Complaints: You can do more than address complaints; you can convert them into commitment. Address complaints promptly and effectively. Show customers they are valued through efficient resolution, turning challenges into opportunities for growth. Continuously Improve: Regularly review and enhance customer service processes. Encourage brainstorming sessions to find new ways to enrich the customer experience. By implementing these strategies, rooted in leadership principles, you can transform customer service into an extraordinary experience for your customers. #marksanborn #customerservice #leadingservice #cex #keynotespeaker #leadershipspeaker #2024