3 ways to win back customers by Karl Walinskas If you're like me, you make a study of customer service they receive each day. To study, analyze what is happening and try to learn the good and ill. You see the bad service that allows us to say, "Wow, I will never do that with my business." The best part is that some of the time, this statement turns out to be true. What He recovery procedures for customer service? This is what I found in the study of the literature on customer service. There is much literature on best practices and companies that excel at doing things - going beyond loyalty bonuses - which runs the gambit. What you do not see recovery practices of customer service to get my own mistakes. How should I behave when my company has not issued, when I dropped the ball? Painful experience tells me that this is not common knowledge. Many companies simply on foot, shooting effectively to customers when a recovery strategy could win their loyalty for years. They just do not practice customer service quality to follow. I developed three tips so that when your business is in the unenviable position of having egg on your face, wipe and rub gently with a towel instead of tomato sauce and add salt and make a very worrying uglier. 1. The actual error. One thing customers mad and totally discredits everyone is defensive and blame, but your business. Pouring the milk, not just crying for him, he blames the cow. Empathy is to position the client. She even hired or contracted with you and do not want to hear about your problems with suppliers, delivery trucks, or acts of God. When he took the money he took charge of the total solution, then act like it. This is essential to the procedures for customer service to resolve customer complaints. I had a 1993 Ford Explorer in 90 finals, and if you remember the new consumer in this time period, you know that this model was one of the vehicles with the famous Firestone Tire ATX file of the the factory. I picked up the car and the Goodyear tires were in it, so I was out of danger. Whatever you think of either Ford or Firestone, businesses and whatever the purity of his motives, I had the pleasure of receiving a warning / reminder of Ford and Firestone. Everyone, I suppose, my name engraved on the registration records and contacted me. The letter from Ford and Firestone blamed no excuse and then tell me to contact Firestone. No, Ford told me that if I had my car tires and had to get replaced. Letter Firestone said something similar, and even if I was a customer of Firestone (Ford), I was a user of your product and resumed and intensified the problem. This contrasts with the company, which must remain anonymous, who was responsible for the installation of ADSL broadband in my office. I said that I would have connections in the four weeks, which took more than six years. I had to send employees to work from home remotely new connections because AOL could not provide Internet access and e- mail - not exactly a desirable situation for me. This same company has shown the same state of chaos in the courtyard of the phone line today. There was no hesitation to enroll in the plan and the contract money in my business, but the jokers on the problem and the answers were surprising. Blame it on Verizon, because they do not cut more lines, or put them in the building. We had a snowstorm last week. My dog ate my homework. This company seemed determined to convince me that he was "out of control." The client, give me a scam? If you are the customer who pays for the product or service, all under their control. Do not apologize, give solutions. In most cases you can do this by phone. 2. Implement the measures recommended by the customer. It's very simple, yet so often ignored. Ask the customer what they want to do to make all things new. Empower customers with part of the solution. They make the team, not an adversary. Remember, this is kind of torque and has clear ideas about what to do as a remedy. Recommendations customers are great for two reasons: first, then the client part of the solution takes the edge of their complaints, and secondly, you can find answers that were not aware or are less painful your company is your solution. Companies that excellent customer service request for these opinions and, if possible, put them into practice. At least, listen. In the worst business practices to achieve the rulebook out the magnifying glass and then call the soon-to-be-ex-client of the small print that exempts your company in the unlikely event fail to fulfill the promise. Lawyers for the company say it is very good, but saves the company from the ground. Well, lawyers are often called upon when a situation is out of control, and not during the stages of building your business. I'm dealing with a software vendor currently has not fulfilled the promise of my business. Oh, there was tactically most of the steps, I suppose, but the perceived quality and value for money is not there, and I know that my company feels that way. Instead of asking me to provide a remedy, which I brought to his contract, one or two pages of what he speaks of project deliverables and four to five pages of fine print legal boilerplate that tells me that the shape of things of all hours spent last 30 minutes to another full hour roll. Is not that rosy. They are so anxious to be compensated for every minute or even see me pulling my roots and take the long-term solution for my business needs right out of the door to another company, the blockade of the old company Tens of thousands of low-income people in the future for maintenance and upgrades. A better example is my friend T & F Tire Co., Kingston Tom. He cited verbally (without legal document) an hour's work to solve an electrical problem on my trailer lights boat a couple of years. Three hours later still not fixed. He apologized and asked me what to do, to which I replied that I would not have to pay for 3 hours in an unsolved problem. Without hesitation, they charged me for half an hour. Now Tom is the cost in real time and money to diagnose the problem, but do not pass on me because I think it was fair. Tom's business for about a thousand dollars a year directly from my wife and I, however, was willing to part with a few hundred dollars more easy for a software company that was 100 times that of my company within six months. I can not say how much money the company earned Tom of my references and articles, and CD sales to speak of him in a positive light. I can tell you how many references to the software company will get. Want to hazard a guess? 3. Do the right thing - and then some. At some point, sooner or later to fulfill the promise. You can be the budget or later, but the conclusion is that it is better to finally do the right thing. The problem is that this is where most businesses stop. You see, but that promise has been difficult XX to deliver what they thought, so after a while, the customer gets poor X - tired, disheveled, and in the evening. The smart business owner knows that for some reason no one bothered to try to identify the elusive X, the client was more embarrassing. The firm's best customer service practice offers X + something else. This is not an algebra class, but it's really that simple. When the mower is broken and the customer is returned under warranty, of course, give you a new one. How about adding a coupon for gas or oil for lawn mower? The seam of the blouse has collapsed? Try to give the person who returns two blouses. It is this sense of what you yet? Provide women with a blouse and she said thank you and probably not buy at the store. After all, blouses sold defective. Giving two cases cost $ 20 more (depending on where you shop, I know), but you win the loyalty of that customer. Not only do you shop here again, I would say five people, including three that I will buy there too. The important thing is that they offer the advantage of this problem voluntarily, without being pressed by repeated customer complaints. As a business owner, you have your head is above a. .. Balancing (what would you think?) And trust your instincts. How do you behave when someone who does business becomes a problem in an unexpected and pleasant surprise? So do others. Tim Ferris author of four hours a week talking about in terms of what he calls a "lose-win guarantee" for its products, the customer, in the case of an accident, get more from your money. So there you have my three simple rules to transform a fumble into a touchdown, recovery procedures work customer service. Take ownership of this problem, ask the customer's choice, and the excess of the results, and it is almost certain that ... almost ... We hope to drop the ball so that it can be a hero in the service of their clients.