Try as you may, if you are in the retail or wholesale selling business, there will be complaints from customers. What makes you a great shop or store owner that customers keep coming back to and will recommend to others, is how you handle problems and customer complaints.
Doing this isn’t always the easiest of tasks, but with these simple tips, you will be handling complaints with ease.
To start with you will want to keep your customers informed. Let them know where their item is, and what their options might be for damaged or lost items. Here at Lumaprints, quality is 100% guaranteed. If your item arrives damaged or gets lost during shipping, we will replace it and ship it again, free of charge. On damaged items, just send us some pictures as proof of damage and we will send you a new one right away.
You will ALWAYS want to mind your temper. Once in a while, you will come across customers that can be colorful with their choice of words. Try to find a solution that will please your customer, and be fair to you as well. Let your customer vent their grievances, then try to come up with a reasonable compromise. Maintaining a professional attitude can really help keep the situation from escalating.
Patience is Key when dealing with irate customers. Trying not to get defensive is quite hard, but keeping your cool will save you time and effort in the end, but you will be surprised how many times a courteous and professional response can calm an irate customer.
Compensate for your mistakes. We all make mistakes, we all get tired. It’s nothing new, but sometimes when you fall behind on orders, you have to give a little extra effort to please the customer. That’s why at Lumaprints we have a 100% quality guarantee and free replacement policy.
Refund your customer when needed. Sometimes the customer is not happy with the item ordered for whatever reason, you can offer an exchange or at the very least a refund. Even when you have policies that you adhere to, sometimes you just have to make an exception for the sake of keeping the customers happy. Remember, it takes many happy customers to build your reputation, but just one unhappy customer to destroy it.
Know when to just walk away. “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time