Customer Service: Turning a Negative to a Positive

Small businesses have a unique opportunity. Generally, as a small business, they have a closer connection to their supporting community. These close relationships can build a strong foundation for your small business. So, how is this connection forged? Even more importantly, how it is maintained? Customer service. These two words can be the easiest in theory and the hardest in execution.

Customer service can make or break a small business. In this time of instant searches, good reviews and bad reviews can all be read in seconds but somehow, bad ones always get more weight. Avoiding the bad can be difficult. People like to complain, but they like to be heard too. Great customer service can serve as an outlet, a place to catch these “negative nancies” before they tarnish your online reputation.

1. Listen to them. People like being heard, allowing them to vent without interrupting is the first step.
2. Let your customer lead the conversation, they are in control.
3. Show genuine concern and understanding. The customer isn’t always right but they need to feel understood at the same time.
4. Defuse the situation – Fuss over your customers and make them feel appreciated.
5. Propose a solution or resolution. If you need time to strategize, ask them if you can call back and follow through.

These steps will not work every time. There are bound to be people who will not accept an apology, or a gift card. That’sokay. The thing with owning a small business is that there are always going to be people who are champions for you. Posting positive reviews, interacting with all of your online content and talking you up to their entire family, office and entire social network. These people have your back, and it’s a great feeling. But, don’t forget they need some customer service too. Whether that be extra special attention while they are at your establishment, more interactions online or even slipping them a little extra the next time they do business with you, they like to feel appreciated and heard just as much as the.

It’s easy to focus on the negatives when it comes to customer service, to harp on those who you feel aren’t nearly reasonable or that give you grief and ulcers. It’s hard to remember sometimes that it is the positive people, the ones that are friendly, appreciative and supportive of your business that really keep you going. The days you get a good review are a great feeling but don’t shy away from the bad one. By confronting them head on, listening and defusing, these negatives can turn to positives. Give your customers a chance to change their mind, they might surprise you.