Can you turn customer dissatisfaction into satisfaction? You bet you can.
Every business strives for high customer satisfaction. Businesses want customers to feel good about the services and products they are delivering. At Red Sky, customer satisfaction is our number one priority. We depend on our relationships with our customers. Their referrals are a key component to our success.
But what happens if something goes wrong?
Did you know that only 1 out of 26 unhappy customers complain? What happens with the other 91%? They quietly take their business elsewhere. (huffingtonpost.com).
Is your business equipped to recognize and handle dissatisfied customers?
The only way to restore customer satisfaction is by identifying customer dissatisfaction. If you are unable to recognize unhappy customers, you will lose their business and your revenue.
Here are 5 ways to broaden your awareness of your customer base.
1. Collect customer feedback.
Data is crucial. Use it to understand your customers’ needs.
2. Utilize customer feedback.
Listen to what your customers want. Use the data you gather to act.
3. Focus on improving what is wrong.
Strive to improve your services and products. Don’t shy away from your mistakes. Make problem resolutions visible.
4. Follow up with customers.
Share what changes you have made. Get their input.
5. Pay attention to negative reviews.
Follow up immediately. Have a plan for fixing the situation.
Things can go wrong. What makes or breaks a company, is how problems are handled.
Recently, one of our team members had a situation with a home improvement project. They ordered new countertops and sinks. The wait to get the product was long due to supply chain issues and labor availability. Understandable. Fast forward to the day of installation. The ordered products were incorrect.
The company had a choice to make. Assume responsibility and try to correct the problem or argue that the customer had signed off on the job. They chose to do the right thing. Immediately, they ordered the correct materials and absorbed the cost. The mistake was acknowledged and remedied. The situation was not ideal, but it demonstrated the company’s ability to fix it. They made the right call.
In this digital age, a bad reputation can ramp up quickly.
Remember those unhappy customers who weren’t complaining directly? They were most likely voicing their feelings online.
Here are some tips on protecting your business’ reputation.
1. Be aware of your online presence.
Know what your customers are saying about your business.
2. Keep your employees happy.
They can be your biggest advocates. They can also be your biggest critics.
3. Create an emergency plan.
Review your business’ policies and procedures. Create an action plan to weather any storm.
4. Keep up to date on laws and regulations.
Evaluate contracts and legal documentation. Make necessary changes in line with current legislation.
Customer satisfaction is up to you. Keep a finger on the pulse of your customer base.
Listen to what customers are telling you both on and offline. Take responsibility and plan for solutions.
Afshar, Vala. (2017, Dec 26) 50 Important Customer Experience Stats for Business Leaders. huffingtonpost.com
Kh, Ryan. (2018, Oct 10) How to Protect Your Business Reputation. catalystforbusiness.com