Article: Transforming Disgruntled Customers Into Your Biggest Advocates
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Transforming Disgruntled Customers Into Your Biggest Advocates
?I am writing to complain about the widget I bought from your site the other day.?
Sell anything and eventually you will be on the receiving end of a sentence like this. So how do you turn a disgruntled customer not just into a satisfied one, but ? even better - into a powerful advocate for your business?
1. Don?t get angry, don?t act hurt
Reactions are initially emotional. Particularly if you are in a small company or you are the owner of the business, you may take a complaint as criticism ? a personal attack.
What do humans do when attacked? We want to fight back and justify ourselves. We become angry and act hurt. But this is the last thing you want to do when interacting with your customers ? however difficult they may be som...
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