It feels like a disaster when you lose a customer’s trust. But it’s really an opportunity to turn things around and establish a lifelong relationship.
There are many reasons you could lose a customer’s trust. It could be that you slipped up and made a mistake, or it might be completely out of your control. Maybe they misunderstood your offer or had the wrong expectations. Either way, it’s important that you give the matter your full attention and get it resolved.
Ask Why and Listen
When you find out that a customer is unhappy, always seek to find out why. Reach out to them and see if they’ll talk to you. As they explain their reasons, focus on simply listening. Use active listening to repeat back to them what they’re saying to clarify your understanding.
Acknowledge and Apologize
After you’ve heard the full story, apologize and own up to the mistake if it was your fault. Even if it wasn’t, apologize to the person that their expectations weren’t met. Saying sorry is a way of empathizing with the other person. Just hearing friendly and compassionate words is sometimes enough to make the other person feel satisfied.
Make It Right
See what you can do to make it right for the person. Of course, if it was your mistake, compensate the person accordingly. You might want to throw in a little something extra as well for their trouble.
If it was a misunderstanding, see if there are other ways you can help them, even if this means recommending a competitor. If you have resources or ideas that are useful, provide them.
Offer an Incentive
If the customer still isn’t satisfied and you’re at risk of losing them, offer an incentive to win them back. Offer a free product, a discount, a free membership, exclusive content, or something else of value that might entice them to stay.
Even if your best efforts to keep the customer fail, all is not lost. They may leave you, but they’ll leave you on good terms thinking well of your company. This helps to establish your business as one that cares, and there’s a possibility that the person will come back to you in the future when they need what you have to offer.
Do you want to learn more about turning one-time buyers into lifetime brand advocates?
Check out our course, How to Create Loyal Lifetime Customers, which teaches you the A to Z.