Don't Fight with Angry Customers

I want to speak today about angry customers and customer service. I've watched social media change the platform as to how certain companies deal with upset customers. Now, you will not please all of the people all of the time. You may even come across customers who are not happy no matter what you do or how much you do for them. But, if you do come across an angry customer on social media know that fighting with them in public is going to backfire on you.

So, how do you deal with an angry customer on social media? First, don't ever right with them. Next, respond in a short and concise manner. Invite the person to email or call you directly so you can further investigate the matter. Don't apologize for anything right away. Instead, focus on being empathetic and address the concern by stating you will investigate the matter. You also have to actually investigate the matter. If your company did something wrong, or not up to par, then you do need to apologize and make it right. Also, if your discover your company didn't do anything wrong, don't state that to the customer. Instead, explain how they could have misunderstood the action and that your company will work to inform customers better.

Make sure you also always draft a response and wait a few hours, if not a day, before responding. You have to make sure your response isn't vile or liable, too. There is no real way to predict every situation from upset customers, but if you use these guidelines to address social media complaints then your company (and its brand) will be better off.

Until Monday,

Twyla N. Garrett

Ask Your Clients The RIGHT Questions

I overheard two businesses owners complaining about their clientele the other day. It can be frustrating, just like you- clients aren't alike. You will have clients who require extra hand holding and you will have clients who you never hear from, refuse to give you direction and then expect the world from you. Regardless, your clients pay your bills and you have to honor their work style just as you want them to honor yours.

To get a sense of the type of client you will soon be working for, and how to approach him or her, ask these questions:

1. What are your priorities and goals and what are your timelines.

Asking this question will help you understand what is important to your client and how fast the client expects you to work. This question series eliminates a lot of guess work.

2. What is your preferred form of contact.

I knew a lady who hated phone calls. Every week, on Friday, her servicing contractor would call her. He told me she always seemed annoyed but would insist on finishing the call. Finally, after this went on for months, the client asked him why he always found time to call her in the middle of her pedicure. The contractor assumed the client wanted phone calls and he assumed the date and time of the phone calls. Don't assume anything with clients. If you don't know, ask.

If you implement these two questions when starting to work with a new client, you will have a more positive working relationship.

Happy Friday and a new blog coming up on Monday!

Twyla Garrett