No one is perfect, so chances are you will, as a company, make a mistake and upset a customer from time to time. It’s not if, it’s when. Obviously, you will have processes in place to avoid this happening and if you haven’t, now might be a good time to start putting some in place.
Customers, however, will often judge you more on how you fix your mistake than on the actual bad event itself. So, let’s first look at some things you should NEVER do when you drop the ball before looking at ways to put things right.
So, what are some positive ways you can salvage your client relationships when you blow it? Whether your mistake involved thousands of dollars or just a few, these five basic principles will put you well on your way to establishing a reputation for integrity in business – something that's becoming a rare commodity these days.
These five simple steps will help you turn a potential disaster into a loyalty-building exercise. All of us make mistakes, but those who can turn their blunders into opportunities will outshine their competitors, be the talk of the town, and keep their customers coming back year after year.
Trenval Business Development Corporation is Bay of Quinte’s Community Futures Business Specialist, financing business start-ups, expansions or successions in the Quinte region for 34 years. Trenval can help with small business support including small business funding and small business loans.