How does this relate to business? It’s simple. Rarely are you afforded a second chance to impress a customer after perceived missteps. In a competitive business climate, you’d be more than likely to find yourself giving up price concessions in order to keep a customer you’ve disappointed in the fold. The easy fix to a situation like this would be not to disappoint your customer in the first place. Deliver what you say, when you say. However, if somehow you fail to deliver, here are a couple of things you can do to win your customer’s trust:
1. Admit your mistake. Own up to the fact that just like the president, the buck stops with you and as the business owner or representative; it was up to you to get it done.
2. Find out if the damage to your customer relations has been damaged beyond repair or if there is a window where you can attempt to fix the problem.
3. Offer the product or service at a reduced rate or add an additional premium service offering as a thank you for allowing a second chance
4. Internally work to fix the issues that contributed to the breakdown so you won’t have to repeat the mistake again.
5. Add a processnn system to your business. Institute a process to keep up with your clients and any offers you make. For the next 6-months, make a special effort to engage the customer through a courtesy phone call, follow up postcard, email marketing message using a tool like Constant Contact and a discount to additional futuree services.
Making a mistake is not the end all be all, but failing to acknowledge it and fix it can be the death of a business.
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