Solving your customers’ problems with appropriate outcomes is essential to a successful business. Though products and services play a significant role in your business, giving focus to customer solutions plays an even greater role day to day. Understanding the simple fact that quality products and services are not the only metrics that contribute to a successful business, but rather the ability to fulfill the needs of your customers, will outwardly enhance your company’s presence and its overall success in the marketplace.
Creating and selling effective solutions are critical to your company’s reputation. For this very reason, you need first to understand your customers problems, recognize their suggested approach to a solution, and finally demonstrate your company’s ability to provide an effective solution that fits the image proposed by your customer.
Problems Represent Dissatisfied Customers
As a business owner, you know full well when a problem is brought to your attention, then surely you have yourself a dissatisfied customer. Fixing the problem should become your primary focus since a happy customer makes for a repeat customer. Addressing the problem from a personal level paves the way for a joint effort to develop an effective solution. When using a personal approach, customers are more inclined to listen and to work alongside of you in developing an effective solution.
You probably think, like so many other business owners, that sales of quality products and services are key to a business success, but that could not be farther from the truth. Implementing a strategy focused on customer problems and solutions is essential to the successful business formula since this simple strategy makes for better customer relations and more satisfied customers.
How to Deal With A Disappointed Customer
When you are faced with an unhappy customer your focus needs to be on solving their needs and turning those unhappy clients into satisfied impressed clients who keep on coming back for more. How do I do that? Simple, follow these useful tips and watch what happens.
- Start with positive over-communications with your client. By initiating multiple communications and keeping them in the loop every step of the way, customers tend to believe that you have taken their issue seriously and are determined to provide an effective solution. Emphasize the importance of customer service and satisfaction to your client, make it a point to engage in person to person communications when possible rather than through emails, texts or phone calls. Personal communications allow you to share genuine expressions and feelings which are more beneficial to the cause than digital communications.
- Whenever a problem presents itself, it is a good rule of thumb for you to take ownership of the problem upfront rather than trying to impress upon a customer that they are either partially or completely to blame. You are already dealing with a dissatisfied client, which means you want to avoid pushing them further away and upsetting them more. It is vital to protect the reputation of both you and your company and in doing so best to lean on the old saying “the customer is always right.” Never pass blame onto other people in the company or, more importantly, onto the customer themselves. Showing a bit of compassion is always a good thing and once the customer feels heard and understood, you can then turn your attention to finding an effective solution.
- Finally, when dealing with customer problems and dissatisfactions, there are no words more powerful than ‘I’m sorry.’ Start and end your customer communication with a genuine apology. A sincere apology certainly goes a long way.
Quality products and services help in creating happy, satisfied customers. But beyond those obvious metrics, it is vital to be prepared to solve your customers’ problems with effective solutions to further satisfy a customer. The best advertising has always been word of mouth, so why not sell your problem solving rather than just your products or services and enjoy an overall increase in your satisfied customers. Are you solving your customers’ problems? If not, then surely, it’s time you do!