With so many companies vying for the attention of the majority, it is getting harder to stay ahead of the pack. It is the reason most businesses spend a fortune to get promotional products for promoting their brands. It is also the reason they do their best to keep their customers happy.
If customers are not satisfied with a company’s product, they will likely switch to other brands. On top of that, some of them will take to social media to air their grievances. The effect of this on businesses can be catastrophic. If one complaint goes online, thousands of other customers might switch brands as well, which means a loss of huge profits for a company.
But despite the precarious situation you are in, there is no need to worry because there are ways to survive a customer complaint and even come out looking better.
Provide a speedy response
When a customer complains about your product, do not take too long to reply. If you wait a day or two before you respond, your other customers will only think that you do not care about them at all. Answer right away, but the message should be apologetic and not confrontational.
Do not be afraid to apologise
If the customer’s complaint is valid, be willing to apologise. If your customers see that your apology is sincere, then they might calm down and be persuaded to give your brand another chance.
Make sure to sound as genuine as possible. Make it real and heartfelt. You can even go the extra mile to make amends. For example, you can give the irate customer a replacement for the bad product for free. Or, ask that customer for any suggestions to improve your products and services.
Always take the high road
Even if you do everything in your power to satisfy your angry customer, it is still possible that they will not accept your apology and continue to berate you and your business. If that were the case, it would be wise not to engage with them. Take the high road and leave it be.
If you let them get under your skin, you might only say something that will further destroy your company’s reputation. Also, by engaging with an unreasonable customer, other people will think that you are too defensive and believe everything that the irate customer says you are.
Reinforce your message that quality is your top priority
Despite the negative feedback from a customer, you should still keep telling all of your other customers that your company always aims to produce quality products and services. This is your way of promising to them that you are going to do all that you can to satisfy them.
When a customer complains about your brand, it does not have to be the death of your business. As long as you do damage control the right way right away, you will be able to salvage your company’s reputation and move on from this debacle.