Ep139: Customer Care in Terrible Times
If you handle it right, sometimes the biggest snafu can turn into real business.
Why is that important for business?
When the very thing you offer to clients - your core competency – hinges on someone else’s business, things can go bad completely beyond your control. Which is what happened recently with our texting app. Instead of taking our (non-paying!) business elsewhere, we opened a door to communication that ended with us turning into paying customers.
When someone complains to you, you have an opportunity. You can highlight exactly what your marketing brochures say you do (we really care! #1 in customer service!) in real time. When you know there is a real person responding in ways that align with their best promises, even if it’s at a time when everything is falling apart, you’ll follow them anywhere.
When you bring love into your business - whether for the people you connect with or the service you bring into the world - it gets right into the meat of loyalty and connection. It’s hard to replicate that care in only positive interactions, which is why it’s such an opportunity to build loyalty when things go wrong. When your customers are angry, you have an opportunity to interpret it as passion and reply just as passionately, in favour of solving the problem. You have the opportunity to hear the request as opposed to hearing it as an attack that you have to defend, opening into the vulnerability of the conversation.
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