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One thing you may run across, in fact inevitably you will, is making a mistake. We all do from time to time. You may find yourself thinking that a larger business never would have made this mistake. While certainly possible, and there are things at which a larger company is simply better at, and there are difficulties you’ll face that a larger business owner would not encounter, you do have some advantages over those companies. As a smaller operation, you can recover from a mistake much quicker, meaning you have a much better chance of retaining your customers. Keep reading – we’ve laid out a few vital steps to recovering from a mistake.
1. Own up!
Nothing looks worse or more unprofessional than trying to cover up a mistake, unless its doing so badly. If you have made a mistake and a customer is involved, before they find out about it, let them know. Let them know what has happened, and if they are curious, let them know why it happened. You’ll find that the sooner that you tell them, the more understanding that they will be. This is significantly better than trying to hide it from them and having it come out later down the line.
2. Fix it
This goes without saying. While many larger businesses will simply give the client their money back and move on, this is not something that you have the luxury of doing. Your clients are important, and you’ll find that you can go a long way by treating them like it. Find a way to deliver what you promised, or at least something close to it. Speak with them personally, whether it is on an instant messenger service or on the phone.
3. Give them options
Your customers may feel powerless when things go wrong and there is little they personally can do to remedy things. Try offering them some control over the situation – ask them how they want things to be handled, and try your best to work with them to make them happy. The more pull they feel that they have over the situation, the more favorably they will be inclined to view your company.
4. Go above and beyond
After you have gotten their problem fixed, acknowledge that it has cost them, maybe not in money, but in time. Once the situation has been resolved, you will want to take some time and make sure that they continue to have a good opinion of you. Perhaps a coupon off their next purchase or a free gift could do this, or some other extra that you can throw in. Make sure that they like you, and you’ll find that they will continue to recommend you to their friends.
When a mistake is made, as they sometimes will be, your status as a small business can enable to make the most of a less than ideal situation. Use this flexibility you have to make sure your customer knows how important they are to you, and how useful your company can be to them.
Did you know? FACT: 68% of people will quit doing business with companies that have poor customer service. Find out how to give great customer service – get effective customer service tips at http://hubpages.com/hub/How-To-Give-Great-Customer-Service
- Kale McClelland
