Turning complaints into loyalty.
THE COUNTERINTUITIVE POINT
A customer whose problem was resolved well is frequently more loyal than one who never had a problem.
WHY
They learned they can rely on you when something goes wrong.
WHAT A GOOD RESOLUTION LOOKS LIKE
Acknowledge quickly Do not argue Fix it Do something small to acknowledge the inconvenience Prevent it recurring
WHAT TO AVOID
Defending the position before understanding the problem Blaming a supplier or courier Making the customer chase you Partial resolution
THE COST CALCULATION
Resolving a problem generously is almost always cheaper than losing the customer and receiving a poor review.
WHAT TO DO WHEN YOU ARE AT FAULT
Say so plainly. Fix it. Move on.
Customers respect that far more than excuses.
WHAT TO DO WHEN YOU ARE NOT
Resolve it anyway, where the cost is small.
The relationship is worth more than the point.
WHAT TO RECORD
What went wrong, so you can prevent it.
