Turning Unhappy Clients into Raving Fans

It happens to the best of entrepreneurs…no matter how hard we try there are a few people who will be unhappy with your product or service.

If you are like me you care a lot about what people think and the experience they have of your company. When I get THAT email saying, “I’d like a refund” my stomach flops and I instantly feel bummed that somehow that person didn’t get what they wanted.

This is where you have the GREATEST opportunity. When someone says, “I’m unhappy” they are really making a request to make them happy.

What you do in this moment can result in a raving fan — by finding a win-win outcome.

Here are five steps for turning a bad situation with a client or prospect around:

1. Admit there was a problem (or perceived problem.)

Taking ownership of the problem instantly diffuses the negative energy and puts the other person in a mode where they are open to a shift. I’ll often say, “I apologize that this was your experience and if you are willing, I’d like to make you happy today by finding a win-win solution. Are you open to that?”

Remember even if the customer’s experience is “off base” they perceive it to be a problem. Use a statement like, “I am so sorry you experienced this to be a problem.”

2. Uncover what their real desired fix is

Sometimes all they want to do is vent and be heard. Other times if they can get the product or program delivered properly they will be happy. A question I’ll often ask is, “What would a win-win outcome look like to you today?”

You’ll be surprised at how simple the fix can be so don’t try to over-complicate it.

3. Over-deliver the Solution

It’s often the little things that make people feel amazing about you. Perhaps you could give someone two choices on how you’d like to handle their request (both of which are superb options for them). You may even want to offer an extra gift or a special bonus for being willing to work together for a good solution.

Once many years ago when a new assistant screwed up an order we sent the new client a box of cookies to say “sorry.” She was so blown away that the incident was immediately released and she became a long-time thriving client.

4. Remember Language & Attitude

As you approach the client, remember that your words and your tone will mean more than the solution. Being willing to create a solution and being happy to serve them makes someone feel amazing. Set the intention before you pick up the phone or respond that you are there to serve a win-win outcome.

5. Response Time Will Make or Break

Respond quickly and efficiently to a request for a refund or customer service. Of course you want to do your research first to understand the client history (that’s one reason I love InfusionSoft is the client history & tracking).

And easy system to follow would be to have your assistant follow up with a quick email to acknowledge their concern, schedule a time for you (or the customer service person) to meet, then engage them for 15 minutes to resolve and create a win-win outcome.

Respond in person whenever possible to show how important they are.

Having a strong customer service policy is key to being able to respond quickly — and make good win-win decisions. This is one of the most important lessons I cover in my Fast Track to Lifestyle Business program. If you don’t yet have your customer service policy mapped out, it’s time!