Dissatisfied customers have always existed, will continue to exist, and will likely always exist. You’ll have to live with it, but these troublemakers are a goldmine for business growth. Their complaints highlight pain points, allowing you to improve service, products, and processes quickly. Ignoring them is the wrong tactic; the best solution in this case is to analyze the situation and try to correct it.
Specialists at https://dinarys.com/ explain the Anti-Scandal practice and how it can help salvage the situation and increase customer loyalty.
Who are Dissatisfied Customers?
Dissatisfied customers are those who express disappointment in your product or service; their expectations don’t match reality. Dissatisfaction rarely arises without reason.
The main ones are:
- inflated expectations from marketing: a pretty picture, but in reality, unfinished seams on a dress;
- operational failures: errors in the order, defects;
- delays: delivery takes a week instead of three days;
- human factor: the manager doesn’t return calls or speaks rudely to the customer.
The faster you respond, the lower the likelihood of losing customer loyalty.
The Essence of the “Anti-Scandal” Method
The “Anti-Scandal” practice is a set of measures for early prevention, not a “warfare tactic.” The goals of using this practice are:
- maintain customer loyalty;
- maintain your own reputation;
- minimize financial and reputational losses.
The goal: respond quickly, offer a touch of empathy, and offer a personalized solution to the problem.
Key Elements of the “Anti-Scandal” Practice
In this aspect of business, a quick response is the key to success. Therefore, regularly monitor review sites and social media.
Key points are the following:
- The “10-Minute Rule”. Respond quickly to complaints. A simple “thank you for your feedback, we’ll look into the situation and offer a solution” is sufficient. After this, calmly address the situation.
- De-escalate emotions. Simply listen or read. Don’t engage in conflict; simply let the customer know you share their feelings. To do this, use phrases like, “I understand, let’s sort this out together.”
- Diagnose the problem. Listen to the customer’s side of the story, don’t interrupt, and don’t make excuses. This will de-escalate the situation, giving you time to analyze it.
- Find and propose a solution. Explain the causes of the problem. For example: a manufacturer’s defect, yes, you didn’t inspect the item yourself upon receipt, it’s too small. Offer possible solutions: an exchange for a suitable size, a refund, or a discount.
- Monitor the result. You’ve replaced the item, but the customer hasn’t responded. It’s possible that everything was fine. Don’t hesitate to ask them, “Is everything okay? Do you need any further help?”
What Not to Do With Dissatisfied Customers
Handling complaints requires pinpoint precision. What you definitely shouldn’t do:
- Disparaging a customer’s emotions is the best way to lose them;
- Shifting responsibility: you’re the one offering the product, so the responsibility is yours;
- Responding stiffly and formally is the worst way to defuse a scandal;
- Putting off the decision. 90% of customers expect a response within the first 24 hours. Delays increase tension and provoke a negative response.
Scandal prevention is a key tool for retaining customers and building trust. Timely responses, respect for emotions, and a transparent solution not only maintain customer loyalty but also attract new ones.
