Researchers say that people will spread good news to three other people when something positive happens. On average that same person will tell eleven people of their dissatisfaction. Again, it will happen to any business, good or bad, but how you handle it will determine the amount of damage control you can muster.
Try these five steps to control how much bad news is expressed to others as part of a comprehensive client management system:
Step 1- Acknowledge out loud to the person that you realize they are upset.
Step 2- Make a positive statement to assure them you will take care of the problem.
Step 3- Make an apology for the problem occurring and let them know it is a good thing that they brought it to your attention.
Step 4- Ask them the important question of “What will make you happy and resolve this problem?”.
Step 5- Do your best to give them what they want to settle the issue.
Complete client service is the name of the game. It is difficult to keep all of your clients happy all of the time. But if you and your employees do their best to give everybody excellent service, they can’t have much to complain about.
Sometimes that is the main reason why they will come to you instead of a competitor, even if your prices are higher. Being treated well is very important to anyone who is opening their wallet.
This is just one piece to a full blown Client Management System. A total client management system will not only boost your profits, but is a significant solid cash flow necessity as well as a great way to reduce marketing costs.
You can get a better idea of what a client management system looks like by grabbing my book Build Your Own Business, Don't Be Your Own Boss here http://consultantscoach.com/byobbook.php.
To Your Business Success-
George Sierchio
The Consultant's Coach
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