Complaint is one of the most dreaded words in the business world.
If you or your employees don’t know how to manage these issues carefully you will end up losing a hefty portion of your profits.
Solving a problem, no matter how complicated, can be summed up in 3 steps:
1. Listen attentively. Most complaints are simply misunderstanding between sellers and buyers. The worst thing you can do is to defend your company without understanding the real issues. Resist the temptation of cutting customers off in the middle of their complaints. It will only worsen the situation. Hear beyond their angry tone to uncover the real problems at hand. Let them get it all out of their system. Only then can you start turning this to conversation.
2. Mind your nonverbal gestures. Some studies show that communication is 60% body language, 30% tone, and 10% verbal. It means what you say won’t have much impact if your body and tone are not aligned with it. You may “sorry” but your gestures might indicate lack of sincerity. Try to empathize with your customer and be genuine about it. Apologize if the company is at fault and acknowledge your shortcomings if any.
3. Solve the problem. At the end of the day, you must settle the problem once and for all. Words and compassion don’t mean a thing unless it’s backed up with action and commitment. Ideally, you should have a ready standard answers to different problems. This should be a part of your brainstorming sessions.
But decide quickly. Depending on the nature of the problem, you can offer a refund, discount or replacement of product. Don’t hesitate to return the money if the complaint is valid. Give your business card to reassure that you really want to help solve the problem. They might not call you but at least they will feel at ease.
These 3 simple steps when applied efficiently and genuinely to your business can become a strong competitive advantage. Master the art of defusing anger and you will get rewarding returns on your investment.
