{"id":10124,"date":"2017-02-06T13:49:55","date_gmt":"2017-02-06T13:49:55","guid":{"rendered":"http:\/\/www.repricerexpress.com\/?p=10124"},"modified":"2020-02-27T14:43:56","modified_gmt":"2020-02-27T14:43:56","slug":"5-great-ways-turn-unhappy-customer-happy-one","status":"publish","type":"post","link":"https:\/\/www.repricerexpress.com\/5-great-ways-turn-unhappy-customer-happy-one\/","title":{"rendered":"5 Great Ways to Turn an Unhappy Customer into a Happy One"},"content":{"rendered":"

If you get an unhappy customer and they stay that way, you\u2019re giving up too easily. You should view each unhappy customer as a challenge to turn them into a happy one, as every situation has that possibility. But if you\u2019re not sure exactly how that\u2019s done, then RepricerExpress<\/a> is here to help turn that frown upside down.<\/strong><\/p>\n

1. Take a Deep Breath and Give Yourself a Moment<\/h2>\n

There is almost never a time that\u2019s so urgent you have to respond immediately, especially if you\u2019re only selling online. With ecommerce, you have the chance to take a few minutes to read the message and step back for a bit so you can separate your emotions from the situation.<\/p>\n

Go do something totally unrelated from what you\u2019re currently doing, like rearranging your fridge, a couple of push-ups, or playing with your pets. The idea is to take your mind off the email so you can return to it with fresh, objective eyes.<\/p>\n

2. Find Out What\u2019s Really Going On<\/h2>\n

You know a neat trick I learned that helps you instantly put both parties on the same page? When the other person says their piece, say back to them, \u2018I want to make sure I completely understand what you\u2019re saying. The frustrations you\u2019re having are X, Y and Z? (and then rephrase what their frustrations are)\u2019.<\/p>\n

This does two things: one, it shows them that you\u2019re concretely paying attention to what they\u2019re telling you; and two, it gives them an opportunity to rephrase if they need to so they can make themselves better understood.<\/p>\n

Related:<\/strong> How to Respond to a Negative Amazon Product Review<\/a><\/p>\n

3. Read Between the Lines<\/h2>\n

Sometimes a customer is able to fully articulate their frustrations, and sometimes they’re unable to.<\/p>\n

For example, if they\u2019re voicing displeasure about your return policy, it\u2019s probably not about losing a couple of dollars or pounds or euros. It\u2019s probably about feeling cheated and not being able to trust the seller.<\/p>\n

Try and piece together the steps between what they\u2019re writing and what they actually mean, and address that.<\/p>\n

4. Find a Solution That Works for Both of You<\/h2>\n

In his 1961 inauguration speech, JFK said, “Ask not what your country can do for you, ask what you can do for your country.”<\/p>\n

The same concept applies to turning an unhappy customer into a happy one.<\/p>\n

Instead of focusing on what you want your (unhappy) customer to do, ask them what you can do for them. There\u2019s a chance they\u2019ll propose something that doesn\u2019t work for you, but it\u2019s a starting ground you can negotiate on.<\/p>\n

If they say, \u2018I want a full refund on everything\u2019 and you absolutely can\u2019t do that, say this instead: \u2018If I offer a full return, would you be willing to pay the shipping?\u2019 or \u2018I can\u2019t do a full return but I can offer you a store credit for the same amount.\u2019 (But if it\u2019s something as simple as a return and\/or it doesn\u2019t happen that frequently, consider just doing the return.)<\/p>\n

5. Genuinely Say You\u2019re Sorry<\/h2>\n

In relationships, it\u2019s an oft-quoted maxim that people need to decide if they want to be right or happy, and the same applies here.<\/p>\n

Of course, you can completely hold your ground and tell the buyer they\u2019re in the wrong, or you can identify where you went wrong (and there\u2019s always something you could have done, or else the customer wouldn\u2019t be emailing you) and apologise for it.<\/p>\n

But don\u2019t just offer a generic apology; identify where you erred, tell them, and offer up an honest \u2018I\u2019m sorry\u2019. People want to feel heard and acknowledged, no matter how trifling their frustration, and a short apology can often go the longest way.<\/p>\n

Bonus Tips!<\/h2>\n

Here are a handful of other tips you can use to turn an unhappy customer into a happy one.<\/p>\n

    \n
  • Use their name.<\/li>\n
  • Stay polite and calm and use polite, friendly language.<\/li>\n
  • Remember that it\u2019s usually not aimed at you, but the problem.<\/li>\n
  • See things through to the end.<\/li>\n
  • View each complaint as a chance to improve.<\/li>\n
  • Try and give them more than they expected or asked for.<\/li>\n<\/ul>\n

    Final Thoughts<\/h2>\n

    We get that it\u2019s extremely frustrating to get a complaint and have to work with an unhappy customer at making things right. But an unhappy person is likelier to share their experience than a happy one.<\/p>\n

    With FeedbackExpress, Amazon feedback software<\/a> you can prevent unhappy customers leaving a negative review on your account by asking them to contact you if they’re not satisfied with any part of the transaction. Sign up today for your free 30-day trial<\/a> and watch your Amazon seller rating soar!<\/p>\n