Dealing with Angry Customers

Posted by on Apr 27, 2016 in Copywriting | 5 comments

Dealing with Angry Customers

One of the free services I offer is assistance with disgruntled customers. Specifically, I help with negative review responses. Negative reviews happen to even the best of us. Unfortunately, when you own your own business, you will be faced with less than happy customers from time to time. How you respond to them defines what type of businessperson you are. Do you ignore negative responses? Do you get defensive and identify all the reasons why they are at fault? Or do you take a few deep breaths and realize that this just might be a learning opportunity?

This blog post is the first of many customer service lessons I will be posting over the coming months.
When you are faced with a negative review I’d like you to follow these three simple steps as part of your first reaction:

1. Take a few deep breaths.

2. Step away from the computer, phone, or tablet for at least one hour to cool down.

3. Return to the review and determine if there is any merit to the statements.

The first two steps are crucial for your emotional health. You never want to respond to anything in high emotion, especially not when that response reflects directly on your business. As hard as it is to walk away, you need to do it for at least a little while. Take a walk, read a chapter of a non-business book, or punch a pillow several hundred times. Do what you need to do to calm down. Once you are ready, return to the text and try to look at it objectively.

Did you overlook the description of sizing?

Are your vinyl designs prone to coming off a little too easily?

Did you smudge something before it was properly dried?

If the review does contain sincere feedback, you need to acknowledge it. In my next installment of this series I’ll talk about what you want to do in an initial contact with a disgruntled customer, but for now I want you to remember: We all make mistakes.

If you can respond to them gracefully and learn, you are miles ahead of your competition.

5 Comments

  1. 5-23-2016

    Thanks a lot for the article post. Cool. Coval

  2. 5-5-2016

    Hello, i think that i saw you visited my weblog thus i came to “return the favor”.I am trying to find things
    to improve my site!I suppose its ok to use some
    of your ideas!!

    • 5-5-2016

      Thank you for your interest in my work! While I am flattered, I must respectfully request you do not use my ideas without crediting my full name, site link, and include a direct reference to my original article. I am dedicated to helping my clients and followers improve their small business relationships and as you can imagine I put quite a lot of time and effort into my writing. If you would like to interview me, or do a collaboration of some kind, I would certainly be open to the idea. Please feel free to contact me directly if you would like to do so.

  3. 5-3-2016

    Great advice Kateland!

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