The 3 things you need to do when you’ve upset your customer, according to Entrepreneur.
Have you ever had a customer complain to you about your product or service? If so, consider yourself lucky. Why? Because most people with a complaint will simply never come back to the business where they were wronged. They opt for the easy way out. The fact that you have a customer coming back to you at all is an opportunity to make things right and win their future business.
A recent retail survey showed that on average, approximately one out of every four purchases goes wrong. Either the product does not work or malfunctions, is the wrong size, the representative says or does something to irritate the customer, or something just isn’t right.
Tom Peters, an expert on customer service excellence, revealed that simply taking care of the customer after you make a mistake is a major key to customer retention.