Making and Fixing Customer Service Mistakes

20 Jul

Posted by: in: Business

If you are running a small business, and you have made a mistake, you’ll find that the thought that you would never have made this mistake if you had been a larger business will definitely occur to you. While there are certainly things which are easier for a larger business to handle, and there are problems that you will have as a small marketer that a larger business will never need to deal with, you’ll find that as a small business, you have a better chance of recovering from your mistakes and then keeping the customers afterward. Take a look below for some important things to keep in mind when you know that you’ve made an error.

1. Own up!

The only thing that can make you worse than denying or trying to sweep a mistake under the rug is doing those things poorly. If a mistake has been made which affects a customer, do not delay. Notify the customer immediately - tell them what has happened, and if necessary, why the mistake was made. They will be appreciative that you made the effort, especially if you do so in a timely manner. A mistake that comes out later will leave customers wondering why you never bothered to tell them. Do not make this mistake on top of the one that has already been made.

2. Fix it

This goes without saying. While many larger businesses will simply give the client their money back and move on, this is not something that you have the luxury of doing. Your clients are important, and you’ll find that you can go a long way by treating them like it. Find a way to deliver what you promised, or at least something close to it. Speak with them personally, whether it is on an instant messenger service or on the phone.

3. Give them options

When something goes wrong, a client can feel very helpless when things are taken out of their hands. One way that you can help them feel a little bit better is by offering them a little bit of agency. Ask them about timeframes and what they want and what you can deliver. Ask them about their preferences and make sure that you incorporate this into your solution. You’ll find that the more in control they feel, the better disposed they will be to you.

4. Go above and beyond

After you have gotten their problem fixed, acknowledge that it has cost them, maybe not in money, but in time. Once the situation has been resolved, you will want to take some time and make sure that they continue to have a good opinion of you. Perhaps a coupon off their next purchase or a free gift could do this, or some other extra that you can throw in. Make sure that they like you, and you’ll find that they will continue to recommend you to their friends.

As you can see, there are many things you can do after you made a mistake. Take advantage of the personalization that is available when you are a small business and think of this as an opportunity to show your customer how versatile and valuable your service can be.