A disgruntled customer may threaten to leave your business.It may seem impossible to keep them.You can win their business back by listening to the customer, negotiating with him or her, and working towards a mutually beneficial solution.If you are the owner of the business, you can give the customer discounts and guarantees for future visits.
Step 1: Don't be angry.
Thank you for patronizing the customer.It's a good idea to start the conversation with a happy note.Being friendly may calm emotions.
Step 2: The customer should tell you what the problem is.
Make sure you understand what they are saying.Wait until they've finished speaking and ask for clarification if you don't get what you want.The customer may lose their temper if they do that too many times.If they respond to one of your questions with an angry response, I want to make sure that I understand you perfectly.If you don't have the authority to fix the problem, start with something like "OK, so just to make sure I've understood you, here's what you're concerned about."If that is the case, find someone who does.
Step 3: Don't be upset and remain calm.
When a customer is unhappy, they can be calmed by a friendly demeanor and a smile.It's not effective to have a negative attitude when trying to win back a customer.Don't lose your cool when the customer gets angry.
Step 4: Show your feelings.
Make sure you understand the customer's problem.You can reinforce a sense of confidence by expressing your feelings.This is more effective than begging them to stay.The customer may second-guess their decision to leave if you appear confident despite their concerns.Listening carefully is the best way to show compassion.Try to imagine things from the customer's point of view.It is possible to say something like, "I understand where you are coming from, and I see how frustrating you're finding this situation."
Step 5: Be ready.
Don't wait to resolve a bad experience once the customer has told you what they are worried about.If you wait too long to resolve their concerns, you may show them that you don't care at all.The customer should be on the top of your priorities list.
Step 6: Don't forget to give the customer your full attention.
Carving out time to speak with the customer one-on-one will show them how serious you are about fixing the problem.If the customer left because of poor service, it's important to do so.It will help the two of you speak more freely with each other, which can help get to the root of any problems you haven't yet discussed.
Step 7: The problem needs to be taken responsibility for.
I apologize for the situation.When addressing the problem, specify what you are apologizing for.Generic apologies that don't address the problem are not effective.Businesses rarely talk about their mistakes.Being completely honest and apologizing will make you stand out.A statement such as "before I say anything else, I want you to know that we were fully in the wrong in this situation, and I take full responsibility" is a good way to start.Taking full responsibility will increase the likelihood that the customer will refer friends and family to you.If you want to exonerate yourself, look through the fine print of the deal.In the short term, it may save you money, but in the long term it will hurt your reputation.
Step 8: Ask the customer their preferred solution.
The customer will feel more confident.Potential solutions that you weren't aware of may be shown.Asking the customer what they would do if you didn't take their advice is a good way to get back in their good graces.Before you propose any solutions, take this step.Say something like, "I understand why you're frustrated, and I'm eager to hear what you think would work as a solution."
Step 9: Make an offer that addresses their problem.
Customers are most likely to return if you make an offer that gets to the root of their concern.You don't have to spend time coming up with a new plan if you offer one that worked for someone else.Don't be greedy with incentives.If you know the customer well, you may want to give them a gift card to a restaurant or other business that they like.You can increase your chances of retaining business by establishing a sense of affection with the customer.
Step 10: If necessary, make a written response plan.
Don't hesitate to work with the customer to create a written plan with as many goals as possible.The customer will see how serious you are about retaining their business if you do that.If you miss any of the steps, you will get a full refund.It is up to you to prove that you deserve the customer's business.
Step 11: Make sure the customer knows that doing business with you again is a good idea.
It is possible to win a business back by establishing a personal bond with the customer.If your customer knows they can get a similar product elsewhere, he or she won't want to do business with you.The customer will make the best possible financial decision if you work with them.
Step 12: If you have to, assign someone else to work with the customer.
Negative relationships between managers and customers can sour a productive relationship.If you think a manager isn't getting along with a customer, you should reassign that manager.Asking the customer if personal politics are at play may lead to a richer and more productive relationship.If you are a small business owner with no one to delegate customer relations to and you can sense that a customer doesn't like you, do your best to work things out.You don't have to like someone on a personal level to work with them.Asking the customer "Is it me?" may help to clear the air.
Step 13: Don't worry about how to win back your customers.
You may have to give up on the relationship and move on.The sunk cost fallacy is when business owners justify pouring more resources into saving a lost deal because of all the time, energy, and money they have previously committed to it.It is more difficult to win back customers than it is worth.Some customers are more likely to come back.Those who have never complained before, have referred others to you in the past, or have always had their complaints resolved are more likely to return.Someone who threatens to leave due to high prices is more likely to return than someone who leaves because of poor service.The people who leave because of those two complaints are not likely to come back.
Step 14: Recover from the problem by analyzing its roots.
Whether or not you win the customer back, you need to decide if you will lose more business in the future because of the problem they uncovered.If your disagreement with the customer points to a bigger problem in your business, you should fix it immediately.Take the customer's concerns into account.Strengths, Weaknesses, Opportunities, and Threats are referred to as SWOT.Try using this method to analyze your position in the market, using the problem that the customer brought up as a method of better understanding how your company fares versus your competitors.
Step 15: You can revisit former customers from time to time.
Ex-customers will want to come back after a while.If you parted amicably, this is even more true.Don't pester them.It is possible to keep them in the loop by occasionally notifying them of changes you are making to address the original problem that drove them away.They may be willing to give you a second chance.