We’ve all dealt with upset customers – those who had a legitimate complaint and those who just want to rant.
But I urge you to consider the two as one. Because regardless of which situation it is, both should be handled exactly the same way.
Why? Because I’m a big believer that if we have the right mindset towards these situations from the onset, it will be much easier to handle them when they arise.
Let’s be honest – we all have different perspectives, tastes, definitions for how we want to be treated, and definitions of what a good product or service means to us. So when someone gets upset, the best thing we can do is acknowledge it, even if it doesn’t make sense to us. Because it could make total sense to them.
Basically, I stand with the motto I heard growing up in my parent’s businesses, “the customer is always right.” We’ve all heard it before, and while you may disagree, I encourage you to see the bigger picture.
We don’t live in a society where we can keep negative situations quiet anymore. The person who walks into our business or buys something online and isn’t pleased could end up being our worst nightmare by spreading that negativity everywhere.
But it doesn’t have to end that way. [Read more…]