How to Treat a Dissatisfied Customer

by PCH
13 replies
Over the course of my years in business, whether it's my online business or the offline businesses I've had for as long as I can remember, there have always been dissatisfied customers.

On these rare occasions, I always treat them in the way I was taught many years ago at my first ever seminar. The speaker said...

"The Customer's Perception is the Reality".

It didn't make sense at first, until he clarified. But this is what it means ...

"If the customer 'BELIEVES' he got a bum deal from you, then he DID get a bum deal from you".

And over the years this has happened a few times. That's life and can't do anything about that. But each time, I remember the words above as I go thru my routine and come out the other side smiling, with a new life-long raving fan customer.

It's no good getting on your high horse and arguing the point with this customer, because that can only ever end badly - for you.

If he believes he got poor value for money, then that's the story he will pass to his buddies. And you know what they say, - bad news travels 10X faster than good news- right? This is why it's essential you put this right - properly and immediately!

So when this happens, I encourage you to view it as an opportunity to reveal to him what's possible. Pull out all the stops and ask this person "what he would like you to do to put it right for him?"

Most times, he'll simply appreciate your offer and not ask for much at all. On other occasions, you might get asked for a refund - in which case you hand it over immediately and with good grace and a 'thank you' for trying. But even better is to get them on skype, call them and OFFER things over and above what they've paid for. Offer a bonus product for FREE complete with an extra 6 months support or whatever. Completely blow him away with your generosity.

This will be totally unexpected, because most people don't behave like this. By nature we tend to think that 'we' are always right. And we justify our stance by telling ourselves that... "No-one else has complained about this product so it MUST be OK - so why are you complaining?"

Don't fall into this trap of believing you're never wrong. Being 'right' is a subjective thing, and your 'right' could well be another person's 'totally wrong'.

Don't treat this as an inconvenience. Treat this customer better than you would do the non-complainers.

If you do this as I've described, I promise you pretty much any unhappy customer would come away from this conversation feeling like a million dollars - on an absolute high. And provided you do the things you've promised to do, together with follow up emails to make sure he is now happy, then chances are they will now be a raving fan forever.

Even better, they'll be happy to tell their friends about this unbelievable level of service they received from YOU.

Try it. It works

Paul
#customer #dissatisfied #treat
  • Profile picture of the author WD Mino
    It sure does!
    Good post
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  • Profile picture of the author Alex Blades
    "If the customer 'BELIEVES' he got a bum deal from you, then he DID get a bum deal from you".
    I agree with this 100%. I've always been told "you can't please everyone" and I say it to others. When you have a dissatisfied customer, what you do next could determine if he will be a future customer, or future headache for you
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  • Profile picture of the author alanborcic
    You can bet for one customer that complains, there are few dozens who think the same but never voice their dissatisfaction. They just quietly leave.
    In today's time of social media and Internet, it's so easy to get your hard work reputation ruined.
    Not everyone is your customer but you have to be professional with every single one. Even if they leave, don't let them leave with bitter taste in their mouth. It just costs too much...
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    • Profile picture of the author PCH
      Hey guys,

      thanks for your replies. And great to see that you agree with this idea. I wish more shop sales-people 'got' this too
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  • Profile picture of the author Sarevok
    I rarely get any complaints.

    But if I do?

    I refund immediately.

    That way, I can move on with my life and not get energy sucked by some vampire.

    Just my $.02.
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    • Profile picture of the author PCH
      I'm not convinced someone who complains is necessarily an 'energy sucking vampire'. You sound like a fantastic chap to do business with

      But I hear what you're saying about dealing with it immediately and moving on without being thrown off course by it


      Originally Posted by Sarevok View Post

      I rarely get any complaints.

      But if I do?

      I refund immediately.

      That way, I can move on with my life and not get energy sucked by some vampire.

      Just my $.02.
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  • Profile picture of the author wordpressmania
    Thanks for this post. I really like the way you treat your clients. I personally believe my client is always right. I always try to make them satisfied even sometimes I provide some services along with my product to make them happy with my products. It also help me to update my products as I take every complain very seriously. Actually no one use same product same way so there must something a single product can not satisfied everyone so when I personally deal with it I came to know how I can improve it in a user friendly way so that everyone can be satisfied.
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  • Profile picture of the author euraffiliates
    I always try to maximize my delivery and make the customer think that he is not getting less, at least so far he is honest.. Even when the customers accept that it is his mistake not to understand the deal properly. But, after all we are human, get angry when a customer try to be too clever and dishonest.

    Anyway, many thanks PCH for a great post, I will try to be good even when my customer is bad with me.
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  • Profile picture of the author trader909
    Banned
    Therein lies the problem with human nature.

    The more customers you have..the more headaches. 20% = pain in ass.

    You can't please everyone and on the net it seems even worse. As if many are itching to go posting on FB/blogs their terrible service.

    And their no doubt about it the lower your price the more "trailer trash" types you attract. No-one wants to deal with those kind of people. Like wild animals.

    Save your sanity.....cull it right down.
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  • Profile picture of the author trader909
    Banned
    'energy sucking vampire'
    i know what you mean

    But when some "adults" behave like 3 year olds over $50 and it's their oversight..it can be very difficult.

    if it was over a $50,000 payment i'd be inclined to solve it
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    • Profile picture of the author Kay King
      "Customers" aren't a separate species. Whether you are dealing with an angry spouse or a stubborn child or an unhappy customer....you are dealing with THAT person's perception of what has occurred. It is his reality and that's what you have to work with.

      If you can acknowledge the customer's feelings and accept his right to be angry or disappointed or whatever...you can often turn that customer around. If you argue/defend, won't happen.

      kay
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  • Profile picture of the author hitsintoprofits
    Every marketer here on the forum should read that. Especially this:

    "you might get asked for a refund - in which case you hand it over immediately and with good grace and a 'thank you' for trying"

    You can see these kinds of cases here on the forum all the time. Some guys just don't want to give up on the 3,41$ from a sale. The result is a huge discussion and a bad reputation. And for what? 3,41$ that you are going to lose at the end anyway because the guy is complaining on paypal...
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    Cheers!
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  • Listen
    Apologize
    Solve
    Thank

    Find a way to say "yes".

    It's simple stuff.
    Signature

    While you spend time reading people's signatures on a forum someone else is working to make the money you could have made.

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