3 Magical Steps

Do you know maximize your conversion ratio ? How to save thousands dollars on ad a year ? How to stand out in the competitors and make more sales? 

Tips to Win back an angry client part II

The Suggested ‘Do’ and ‘Don’t’ List:

Example of Scenarios, and Do’s and Don’ts for each:

client:  Client is yelling,

Possible meaning:   the client is unhappy with your products or services.

Never say ‘It’s not my fault,’ ‘why are you yelling at me?’ ‘I can’t help you if you are yelling at me!’  ‘I can’t hear you because you are yelling too loud!’ ‘It’s company policy,’ or ‘I can’t help you.’

Show all your clients empathy! Do:  ‘I am sorry, you must be really frustrated.’  The key is to listen to the complaint carefully and relay that you truly understand their problem.  Your job is to do anything that you can to satisfy the client.  If there is nothing you can do to help, advise the client that you need to talk to your supervisor. By doing so, you show client that even though you don’t have authority to help them you are still trying to help them. 

Client: Client is complaining about the products

Don’t imply that is client faults.  “You are the first customer has this issue.” “I have never received complaining in this issue.” “Do you follow the user manual?”

Do: “I am sorry to hear that you are having problems with our products.” and try your best to help client resolve the issue. 

client:  “Since I called you the last time, you still have not fixed the issue.”

Possible meaning:  I was hoping the issue would be fixed last time.  I don’t trust your company will ever follow through.  Is your company trying to scam me?

Don’t:  “You didn’t talk to me directly the last time.  If you had, I would have fixed the problem.”

Do:  “I hear what you are saying, and I apologize for the inconvenience this has caused you.  Allow me to correct this for you now, so that you will be satisfied.”

Client:  “When client is impatient”

Don’t:   Keep client on hold for a long time.  Also don’t state, “We are really busy and you just have to be patient.”

Do:  I am sorry for the inconvenience and thank you for your patience. Ask if they would prefer that you call back with the information.  Even if you still need more time to fix the problem, call them as promised earlier in the conversation, and update them with your progress.  Follow through and be credible. 

client is angry and states, “I want to cancel my order.”

Possible meaning:  I am angry about the poor service and deceiving sales tactics.

Don’t:  “OK, then cancel your order.”

Do:  “I am sorry to hear that.  However, I would like to have the opportunity to correct this for you so that you are satisfied and we turn this into a no issue.  Would you allow me to do this for you?”

client:  Call in or show up just 5 minutes prior to store closing.

Don’t lay the blame on the customer for coming in last minute. 

Don’t: “Our store will be closing in five minutes, so you will need to check out at the register or leave.”  or “I can’t help you, you should come in earlier next time.”

Instead, make the customer feel welcomed, but let them know their time is limited.  Try one of these responses:

Do:  “I don’t mean to rush you, but our store will be closing in 5 minutes. May I assist you with making a final decision or answer any questions that you may have?

“ I’m sorry I can’t resolve your problems today, so may I have your contact information so that I may get back with you tomorrow?”

“I’m sorry I need 20 minutes to resolve this issue. Would you please come back when I have enough time to give you individualized and uninterrupted service?”  “ Could you call back in the morning when I can get you all the information that you need?” 

Client: Calls and asks for your company info such as how many employees you have or what the store’s gross income is, etc…

Don’t reply hatefully, avoid comments like, “It’s none of you business, and we don’t give that information to clients.”

Instead, make the customer feel appreciated for wanting the information. Let them know your time to address the information is limited, and try one of these responses:

Do:  “I am sorry. I don’t have the information. We are a BBB accredited business. We have been in business for more than 10 years and have thousands of satisfied customers around the world. We are very efficient and will promptly respond to all our clients’ needs within 24 hours and we also can provide you our references.  I will be glad to help you with any questions.”

Client:  Seems to ask different questions regarding the same issues

 It may indicate they did not get a sufficient answer to their inquiry, and the problem remains unresolved.  Customers may not know how to ask right questions so you need guide them to make sure the correct issue is addressed.

Pay attention to your customers’ questions.  Customers ask questions for a reason.

For example, if they ask many detailed questions regarding their warranty, you may want to listen actively and feed the information back to make sure you understand the problem. 

Don’t: reply impatiently, “We go over this a few times.”

Do: “It sounds like you have a concern regarding the warranty, is that correct?   Why don’t we review your concerns, let’s start by you telling me exactly what your needs are.”

This allows the customer to feel they are being taken seriously and that you are genuinely concerned.  This approach could also evolve into an upsell opportunity to sell extended warranties.

If your upsell pitch is declined, you will still want to provide them the time frame for the extended warranty in friendly way just in case they change their minds at a later time. 

Don’t: reply unhappily, “You’ve missed the great deal.”

Do: “I understand you aren’t interested in the extended warranty now, but you can purchase the extended warranties within 3 months of purchasing the products.  If you would like, I could contact you 2 weeks before the three month period expires.”

Do you know  how to SAVE you a thousand dollars on your electric bill a year ?

The Secret to Going Green and Saving Money!    

Do you know maximize your conversion ratio ? How to save thousands dollars on ad a year ? How to stand out in the competitors and make more sales? 

7 Secrets to Money Making and Internet Marketing in Just a Few Weeks! 

 

Do you know how to write a WINNING Resume and ACE your Job Interview ? How to get pre-qualified for your Job ? How to find a Job in quantum speed ?  

 

7 Secrets to Landing a Great Job in Just a Few Weeks 

Calming and Winning Back the Angry Client

When you can change angry caller to happy clients, you will earn their business and referral business for life.

People say or do things are simply because that is the way they deal with frustrating situations. They are not yelling at you, but simply expressing their anger.

Define The Meaning of “Yelling” Correctly.

When you can change angry caller to happy clients, you will earn their business and referral business for life.

People say or do things are simply because that is the way they deal with frustrating situations. They are not yelling at you, but simply expressing their anger.

Take The Right Attitude.

Be positive. Be courteous and empathetic toward your clients. The right attitude will pay off in the long run. When you correct the problem the first time, you will never have to do it again. You clients will know you will take care of them, and in turn you will earn their business.

Be responsible. Don’t assume is the other party’s faults. Improve your communication. If you expect your clients or your service providers to change, you may have wait much longer time than you figure a way to create win-win situation. Timing is very critical for many opportunities. You may end up lose the big opportunities for very small issues. Please resolve any issues quickly.

How to Prevent Agitating Your Clients?

Be Honest From The Beginning.

Be truthful of your products and services. Set their expectation before, during, and after sales. Try to find out what their goals - end results. Not what they said they needed - sometimes it is the only way they know to achieve their goals. Don’t tease your clients and think you are smarter. Your goal is to sell something they need, not to make them look foolish.

Contact your clients immediately if there is a change. Don’t promise something you know you can’t deliver. Sometimes, asking for forgiveness is not a good tactic since many people abuse it.

Survey your client’s satisfaction after the completed sales. Reward your employees for excellent client service.

Be An Active Listener.

Pay attention and listen to their complaints. Very often, client doesn’t want their money back. Otherwise, they would not buy or call in the first place. They want you to correct their problems. Try to found out if the issue is service or product related first. If it is service related issue, your company should find a solution for the client. Find out if your product fit their needs by focusing on their end result as I discussed above. Try to help them to find the right products for them even if it mean referring them to other competitors. (This is also an indication that your need to review the completeness of your product lines or create a referral program with your competitors for mutual benefits.)

Provide Excellent Client Services.
“One” Client Regardless of Size Do Count.

Thinking that “one” client does not count will ultimately bring down your entire business. In doing so, you not only miscalculate the life time value of one client, but you could also miss out thousands of those “one” clients for the same reason. You don’t want to appear unappreciative to clients who patronize your business. By simply reviewing your advertising expense, you will see that it is much more inexpensive to retain established clients rather than enticing new ones.

The Client Is ALWAYS Right!

The client has right to become upset about anything and you should choose to not take this situation personally. You may not be the person who created the problems in the first place, but your purpose is to find a way to keep the client happy so that the company keeps the business, you can keep your job, and in the end your job becomes easier.

Avoid being defensive, arguing or debating the client. Always be courteous and empathetic toward your client, and try to find the best solution to resolve their issues for both the client and your company. Do not make this a situation of your client against you or vice versa. Otherwise, you risk souring the client on doing business with your company and deteriorating your relationship with them.

Always start your sentence with “I am sorry, what can I do to help? “I’m Sorry” doesn’t mean you are personally responsible, rather it shows that you are sympathetic to their issues and that you are willing to do whatever it takes to assist them. Always end the sentence with “We appreciate your business, and if there is anything else we can do to help, please let us know.”