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Turn Around Your Home Business orSmall Business Website - Quickly!
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10 Ways to Handle Customer Complaints
Add this article to your website, blog, eZine or newsletter.
Add this article to your website, blog, eZine or newsletter.Most professionals take pride in the work they do. Dealing with complaints is often challenging and upsetting. It is very natural to try to explain or justify what was done. The suggestions I have made in this list are not easy to do in the heat of a situation. So when you hear a complaint about you or your business/practice perhaps the best strategy is to count to ten and then do some of the following: 1. Listen ? Resist the temptation to argue with the client. Instead ask questions to get to the bottom of the situation. What is the client really upset about? Show the client that you really understand the situation from the client?s perspective. 2. Don?t be defensive ? This will get in the way of your listening to the client. Allow the client the time and space to be heard. If you get defensive you?ll build a wall between you and the client. Try to find ways to build a bridge so that you are aligned with the client. 3. If you agree that it was a mistake, fix it immediately or do what you can to satisfy the client and apologize. We all make mistakes at times. Check to see if there is anything in your office procedure that can help you to avoid a similar mistake again. 4. For a more complex issue research the problem before you make any decisions. Find out what actually happened. Is a system in your office not working correctly? Does it need to be fixed? Has the client misunderstood something? Give yourself time to figure out a fair resolution. 5. Look for lessons in the situation ? If the situation was caused by something you or your staff control, find a way to fix it for the future. This means assessing the systems you have in place and your methods and procedures. It also may mean retraining an employee or employees. 6. Reeducate the client when necessary ? How did you set client?s expectations? Were you clear about what he/she could expect? Help the client to understand the process now to guard against future misunderstandings. 7. Know that if one client complained there are others feeling the same way. What do you need to do to address the problem with the others? Who else might have been affected in the same way? 8. Give the client choice of possible resolutions. How can you make this right with the client? Negotiate a way that works for both of you. Sometimes just fixing the problem is sufficient. At other times the client is looking for something else. Look for an equitable resolution. 9. Thank the client for helping you with your business. As painful as they can be complaints from clients often let you know exactly where you need to work to improve your practice/business. 10. Follow up with those who complained to be sure they are fully satisfied. If you have altered a system or changed a way of doing business and the client is affected by that change, follow up to be sure that the client noted the change. About Alvah Parker Alvah Parker is a Business and Career Coach as well as publisher of Parker?s Points, an email tip list and Road to Success, an ezine. Parker?s Value Program? enables her clients to find their own way to work that is more fulfilling and profitable. Her clients are managers, business owners, sole practioners, attorneys and people in transition. Alvah is found on the web at www.asparker.com. She may also be reached at 781-598-0388. Copyright ? 2004 all rights reserved. Permission is granted to reproduce in its entirety including copyright and contact information.
©2002-2006 dot180°
With solid business resources, marketing tools and good old fashioned content!
Small Business & Home Business Articles
Small Business Tools
Web Site Marketing
Site Map
10 Ways to Handle Customer Complaints
Add this article to your website, blog, eZine or newsletter.
Add this article to your website, blog, eZine or newsletter.Most professionals take pride in the work they do. Dealing with complaints is often challenging and upsetting. It is very natural to try to explain or justify what was done. The suggestions I have made in this list are not easy to do in the heat of a situation. So when you hear a complaint about you or your business/practice perhaps the best strategy is to count to ten and then do some of the following: 1. Listen ? Resist the temptation to argue with the client. Instead ask questions to get to the bottom of the situation. What is the client really upset about? Show the client that you really understand the situation from the client?s perspective. 2. Don?t be defensive ? This will get in the way of your listening to the client. Allow the client the time and space to be heard. If you get defensive you?ll build a wall between you and the client. Try to find ways to build a bridge so that you are aligned with the client. 3. If you agree that it was a mistake, fix it immediately or do what you can to satisfy the client and apologize. We all make mistakes at times. Check to see if there is anything in your office procedure that can help you to avoid a similar mistake again. 4. For a more complex issue research the problem before you make any decisions. Find out what actually happened. Is a system in your office not working correctly? Does it need to be fixed? Has the client misunderstood something? Give yourself time to figure out a fair resolution. 5. Look for lessons in the situation ? If the situation was caused by something you or your staff control, find a way to fix it for the future. This means assessing the systems you have in place and your methods and procedures. It also may mean retraining an employee or employees. 6. Reeducate the client when necessary ? How did you set client?s expectations? Were you clear about what he/she could expect? Help the client to understand the process now to guard against future misunderstandings. 7. Know that if one client complained there are others feeling the same way. What do you need to do to address the problem with the others? Who else might have been affected in the same way? 8. Give the client choice of possible resolutions. How can you make this right with the client? Negotiate a way that works for both of you. Sometimes just fixing the problem is sufficient. At other times the client is looking for something else. Look for an equitable resolution. 9. Thank the client for helping you with your business. As painful as they can be complaints from clients often let you know exactly where you need to work to improve your practice/business. 10. Follow up with those who complained to be sure they are fully satisfied. If you have altered a system or changed a way of doing business and the client is affected by that change, follow up to be sure that the client noted the change. About Alvah Parker Alvah Parker is a Business and Career Coach as well as publisher of Parker?s Points, an email tip list and Road to Success, an ezine. Parker?s Value Program? enables her clients to find their own way to work that is more fulfilling and profitable. Her clients are managers, business owners, sole practioners, attorneys and people in transition. Alvah is found on the web at www.asparker.com. She may also be reached at 781-598-0388. Copyright ? 2004 all rights reserved. Permission is granted to reproduce in its entirety including copyright and contact information.
©2002-2006 dot180°
Turn Around Your Home Business orSmall Business Website - Quickly!
With solid business resources, marketing tools and good old fashioned content!
Small Business & Home Business Articles
Small Business Tools
Web Site Marketing
Site Map
10 Tips For Long Term Client Retention
Add this article to your website, blog, eZine or newsletter.
Add this article to your website, blog, eZine or newsletter.Attracting and retaining long-term clients is a powerful strategy for growing your business. Long-term clients are likely to feel more satisfied, are more likely to refer others, and are more likely to purchase additional services from you. The savvy solo professional or small business owner gains big from focusing on these 10 sound strategies for long term client retention. 1. Focus your marketing on existing clients. Your current customers have already overcome certain hurdles to doing business with you and are more likely to buy from you again. Focus most of your time, efforts, and resources on better serving your current clients. Go deeper rather than wider. 2. Be consistent in your approach and interactions. Treat your clients with honesty, humor, and respect and maintain this over time. Present a consistent, solid, and professional style to your clients - one that they can grow to depend on. 3. Follow through on your commitments to them. If you promise to send information or to follow up, be sure to do this. You'd be surprised at how many professionals promise to send information, but then never do. You will gain loyalty and trust by doing what you say you will do. 4. Allow yourself to connect with them. Find out about their lives, their hopes, goals, and desired outcomes. Ask questions that encourage a deeper sense of shared understanding. The greater the level of connection, the greater the mutual satisfaction. 5. Have fun. It's easy to get caught up in goals, outcomes, deliverable and all of these are, of course, vitally important. Clients do want outcomes. Also, they want to work with people who enjoy what they do. The more fun you can have while providing strong outcomes, the longer your clients will stay. 6. Position yourself as a resource for life. I tell all my clients, at the beginning, that I want to be their coach/consultant for life. That means they can always come back to work with me no matter how much time has passed between our meetings. This strategy has worked extremely well as I often get calls from clients from four, five and six years ago - whenever they are in need of a goals tune-up. Clients appreciate knowing they can come back whenever they choose. 7. Ask for feedback and input. At some intervals within the working relationship, solicit feedback and input. Ask your clients how they feel about working with you and ask if they have suggestions for how the working relationship or outcomes can be improved. Asking for their ideas shows that you care about their opinions and value their contributions. 8. Share resources. Do you know of a good book that your client might benefit from reading? Tell him about it. Do you have the name of someone who could help your client move ahead on her business plan? Tell her about it. Sharing resources is a terrific way to build loyalty and satisfaction. 9. Reward them for staying on. You might consider implementing some kind of loyalty or perks program, where your long-term clients are rewarded for staying on. You might offer them gifts, products, or services for a certain level of ongoing participation with your business. These work for things like coffee, office supplies, and groceries, so why not in your business, too? 10. Keep learning. The more you focus on gaining new knowledge, new skills, and new experiences, the more you have to offer your clients. The more you have to offer, the more they will benefit. The more they benefit, the longer they stay. Keep focused on your own professional growth and learning - make this a priority. Both you - and your clients - will gain. Implement these ten tips for client retention, and you too, will have a business that continues to grow now and thrive into the future. (c) 2005, Dr. Rachna D. Jain. All rights in all media reserved. Dr. Rachna D. Jain is a sales/marketing consultant and the author of "177 Low Cost Ideas to Successfully Market Your Professional Service Business". She shares even more profitable insights through her monthly newsletter & daily blog. To learn how you can make more money and have more fun in your business, please visit http://www.salesandmarketingcoach.com/
©2002-2006 dot180°
With solid business resources, marketing tools and good old fashioned content!
Small Business & Home Business Articles
Small Business Tools
Web Site Marketing
Site Map
10 Tips For Long Term Client Retention
Add this article to your website, blog, eZine or newsletter.
Add this article to your website, blog, eZine or newsletter.Attracting and retaining long-term clients is a powerful strategy for growing your business. Long-term clients are likely to feel more satisfied, are more likely to refer others, and are more likely to purchase additional services from you. The savvy solo professional or small business owner gains big from focusing on these 10 sound strategies for long term client retention. 1. Focus your marketing on existing clients. Your current customers have already overcome certain hurdles to doing business with you and are more likely to buy from you again. Focus most of your time, efforts, and resources on better serving your current clients. Go deeper rather than wider. 2. Be consistent in your approach and interactions. Treat your clients with honesty, humor, and respect and maintain this over time. Present a consistent, solid, and professional style to your clients - one that they can grow to depend on. 3. Follow through on your commitments to them. If you promise to send information or to follow up, be sure to do this. You'd be surprised at how many professionals promise to send information, but then never do. You will gain loyalty and trust by doing what you say you will do. 4. Allow yourself to connect with them. Find out about their lives, their hopes, goals, and desired outcomes. Ask questions that encourage a deeper sense of shared understanding. The greater the level of connection, the greater the mutual satisfaction. 5. Have fun. It's easy to get caught up in goals, outcomes, deliverable and all of these are, of course, vitally important. Clients do want outcomes. Also, they want to work with people who enjoy what they do. The more fun you can have while providing strong outcomes, the longer your clients will stay. 6. Position yourself as a resource for life. I tell all my clients, at the beginning, that I want to be their coach/consultant for life. That means they can always come back to work with me no matter how much time has passed between our meetings. This strategy has worked extremely well as I often get calls from clients from four, five and six years ago - whenever they are in need of a goals tune-up. Clients appreciate knowing they can come back whenever they choose. 7. Ask for feedback and input. At some intervals within the working relationship, solicit feedback and input. Ask your clients how they feel about working with you and ask if they have suggestions for how the working relationship or outcomes can be improved. Asking for their ideas shows that you care about their opinions and value their contributions. 8. Share resources. Do you know of a good book that your client might benefit from reading? Tell him about it. Do you have the name of someone who could help your client move ahead on her business plan? Tell her about it. Sharing resources is a terrific way to build loyalty and satisfaction. 9. Reward them for staying on. You might consider implementing some kind of loyalty or perks program, where your long-term clients are rewarded for staying on. You might offer them gifts, products, or services for a certain level of ongoing participation with your business. These work for things like coffee, office supplies, and groceries, so why not in your business, too? 10. Keep learning. The more you focus on gaining new knowledge, new skills, and new experiences, the more you have to offer your clients. The more you have to offer, the more they will benefit. The more they benefit, the longer they stay. Keep focused on your own professional growth and learning - make this a priority. Both you - and your clients - will gain. Implement these ten tips for client retention, and you too, will have a business that continues to grow now and thrive into the future. (c) 2005, Dr. Rachna D. Jain. All rights in all media reserved. Dr. Rachna D. Jain is a sales/marketing consultant and the author of "177 Low Cost Ideas to Successfully Market Your Professional Service Business". She shares even more profitable insights through her monthly newsletter & daily blog. To learn how you can make more money and have more fun in your business, please visit http://www.salesandmarketingcoach.com/
©2002-2006 dot180°
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