When you make a mistake with a customer, should you write them off as lost — never to return again? Nope. Studies show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.
I’ve found that to be true too.
One of my biggest fans is a customer who started out on slippery footing. She’s been a repeat customer for three years now and can’t say enough good things about me / my products. From a situation that could have been a disaster to one that ended up being great, our response as business people gives us the control to turn that customer into a “raving fan.”
A great book on this topic is Raving Fans: A Revolutionary Approach to Customer Service
Did you turn a lemony situation into lemonade in your business? Tell me about it by leaving a comment.
About Denise O'Berry
If you would like a tool to manage your small business activities and Projects, you can use this web aplication:
http://www.Gtdagenda.com
You can use it to manage and prioritize your Goals (for business but also in other areas of your life), Projects and Tasks. It has a Checklists section, for the routines and repetitive activities that any business has to do. Also, it features a Schedules section and a Calendar, for scheduling you time and activities.
Some features from GTD are also present, like Contexts and Next Actions.
And it’s available on the mobile phone too, so you can access it from anywhere.
I find this to absolutely be true. Everyone makes mistakes, but it’s how you handle those mistakes, and remedy them, that set you apart from the crowd.