2 - Fix the Customer, Not the Problem
Problems are facts of life that we experience in every endeavor, whether personal or in the corporate world.
Another fact of life is that not all problems can be fixed or reversed. However, you do have a choice which is the way you respond to an unhappy customer.
When an unsolvable problem is raised by a customer, find ways to make it up to that customer. It might require that you offer a replacement at no extra cost to the customer. The solution might just be in the way you respond to the customer when the complaint was made.
One thing that's for sure is that you have to go out of your way to ensure the customer's complaint is heard and addressed.
Make them feel like they're the most important things to your business, which they are. And never dismiss a customer's complaint no matter how trivial it may seem.
3 - Turn Negative Comments into Positive Outcomes
The internet has made it possible for customers to reach many more people from a single post. The effect can be very damaging as just one negative comment has the ability to reach thousands of internet users within a few hours.
That's why it is important for brands to remain active in the social media space in order to curtail negative mentions.
Your goal isn't to stifle the conversation but to respond to the customer's complaints. To prevent it from escalating beyond manageable proportions, you can add your voice to the discussion. While at it, ensure that you focus on the message and not the messenger while discussing online.
Working in hospitality you get to just about see every type of person walking through the door. Some are lovely and will greet you with a smile or return a smile. some will complain because they have been stuck in the car with children or a spouse who may nag.
But what I try to remember is if they walk in and they don't appear to be happy its not usually because of you, and we should not take it personally. After all, when they walk in the door they want to see a person who smiles and greets them no matter what.
And things can be fixed and as staff, customers need to see us fix things for them if not straight away but while they are here, for example replace a light bulb in the bathroom should be done ASAP, otherwise you may not like to hear what they have to say in there reviews.
However, there are some unhappy customers that no matter what you do you can't make them happy. I see many customers with chips on there shoulders and they walk around as if the world owes them.
Sorry Israel if I gabble on too much. Great Tutorial
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Israel Olatunji
Israel Olatunji
