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Thursday, 09 October 2008 |
By Elinor Stutz
 Do you promise 100% Satisfaction Guaranteed? If so, how do you deliver for 100% of the complaints?
Your most important objective is to resolve the matter quickly and hopefully to the satisfaction of everyone. The goal is to quickly eliminate the potential spread of bad word of mouth that can kill your business.
In my experience, most people are reasonable and so it is easy to come to an understanding of how to rectify the situation. The first step is to apologize and ask your client how they prefer the fix - and then offer a couple of suggestions. If the fix is obvious, then offer your solution immediately.
It is necessary to stick to your principles of what you can and cannot do and have the possibilities firm in your mind before you relay the message. Then, in a pleasant voice, offer what you can do for the other party. Very often they are looking for the leader in you. In this case, once you take control, you will find |
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Last Updated ( Thursday, 09 October 2008 )
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