The relationships any organisation has with its customers is important if it is to succeed. Also, the retention of clients is a pretty big deal.
But, at times, we understand our working lives can be testing and offering excellent customer service may be a challenge.
However, within any context, business owners and their teams must strive to deliver a strong service to its clients if it wishes to achieve a positive reputation… while protecting it too!
That’s why our top three don’ts are to support you with protecting the relationships you have with your customers.
- When things go wrong, don’t ignore them!
Most businesses treat their consumers well. How do we know this? Because, if they didn’t, there would be no business.
But what happens when things do go wrong? Firstly, it’s important you don’t bury your head in the sand if something, such as a complaint, takes place. Be prepared for any negative response from your clients; have a clear complaints process and be genuinely ready to help people when they’re not happy.
- Breathe! Don’t respond on the hoof…
Your focus must always be on protecting the relationships you have with your customers.
To have someone walk away after using your service or product with a negative opinion can be detrimental to how other people perceive your offering.
We’re only human, so it’s understandable if you’re upset as a result of some negative feedback.
Nonetheless, take a moment to consider how you are going to approach your response, as well as how what you say will have the ability to preserve an existing relationship.
- Understand the law behind consumer complaints, and don’t neglect it!
There is law around dispute resolution, complaints and mediation, so it’s important you understand what is appropriate/what isn’t if you’re to address the negative experience of a consumer correctly.
Let’s use a complaint from a customer as an example. Businesses have to comply with rules and regulations when dealing with an issue.
These rules don’t necessarily change from one industry to the next, but some sectors do offer an alternative dispute resolution.
Fancy some bedtime reading? The Consumer Rights Act 2015 is a good place to start.
The Act consolidates consumer protection law and legislation while also providing consumers with their rights and remedies, so it’s an essential read for any business that deals with consumers.
For further details on how to protect your consumer relationships, and the best tips on what to do if something does go wrong, get in touch with Crimson Crab today.