Changing the Bad Customer’s Perspective

Not only should it be a goal of the business owner’s to keep their customers happy, it is crucial to ensure business success. Problem customers not only create a problem for the business owner/manager to deal with when the problem occurs, but they can also create a larger problem by spreading a bad word to other current/potential customers and clients about your business. We all know it’s important to keep the customer happy but how do you turn an angry customer into an advocate for your business?

In a post on their blog, Chief Executive Boards gives seven ways to turn what could be a problem customer into a customer who will spread a good word about your business.

“Most organizations hate handling customer complaints, partially because they're not very good at it. In fact, customer complaints are an opportunity to do either of two things -- convince the customer that his complaint is justified, and that you're even worse at what you do than he already thought, or turn the customer into a raving fan. Unfortunately, poor training and human nature conspire so you rarely accomplish the latter.”

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