So, you have done the unthinkable and made changes that disappointed your customers. Their trust and confidence in your product or service or brand as a whole is slowly falling down a slippery slope. Do you simply allow the unthinkable to happen and lose them completely? Here’s a good shake on your shoulders— DON’T!
There are certain steps business owners can take to minimize customer dissatisfaction and increase customer satisfaction. Here are some customer retention strategies you may want to pursue first:
Accountability + Empathy
Simple put, own your mistakes and have empathy. Humility is an elements that builds trust. Recognizing your faults and failures is not in any way giving up your control. Being one of the most important elements in business, there is nothing customers hate the most than brands that go defensive or go into the blame-game when something untoward happens to their product or the service they offer. You cannot splat oil all over your stove and then, go on blaming the olive tree. As much as possible, put yourself in your customers’ shoes. Customers want solutions not addition to their problems. They don’t need excuses or lengthy diatribes. What they want is for you to address the situation and deliver what they need as promised.
Communication + Customer Empowerment
Reach out to your customers and solicit their recommendations. One of the most taken for granted actions in reputation management is quite straightforward—ask for their suggestions or recommendations Ask them what your company must do to satisfy their needs. What necessary steps or actions must be taken to keep their loyalty to your produce, service or brand? Asking for customer recommendations or suggestions are important in such a way that it takes the edge out of customer grievances and allowing you a glimpse on effective ideas you may not be aware or blind of. In short, make your customers part of the team and work alongside them to find a remedy.
Setting Things Straight + The Extra Mile
Deliver the solutions as promised. Never consider backtracking or doing the unthinkable—not doing anything at all. Setting things straight allow you to ultimately take back your reputation and reliability. But instead of delivering just what’s expected, consider adding more. Going the extra mile will eventually make your customer feel more valued and cared for.
Bottom line is: When your business finds itself in an undesirable position, rebuilding customer trust and confidence must be on top of your priority list. Yes, walking away may be the easiest thing to do but it’s not worth it. When a campaign gives you lemons, it is high time that the above-mentioned tips be done so you can create tasty lemonade to appease the thirst of your loyal customers. Cheers!
