Short and Sweet — The thing is no matter how hard you work at it, there will be complaints from clients. 

How you handle the complaint or concern determines your depth as a business and as a leader. 

One straightforward approach is to really listen to the issue and restate their concerns to them.  For example: ‘Am I understanding you were not happy with this part of our service?’ 

Then of course, you want to find a way to rectify by offering compensation according to your policy.  It may be a gift certificate, or a card sent as a follow-up that says ” thank you! Please give us another try on us!

So what if your service doesn’t involve give backs.  Your responsibility as leader is to find a way to avoid excuses and re-engage the client. 

Until next time,   Stephanie 

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Category : Customer Engineering / Ready_Set_Engage

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