Trust is a huge milestone in any relationship so we try as hard as we can to maintain what little trust we do have. This comes into play especially when dealing with clients in a business. When there are issues though (which there will be) what will you try to do to get back the trust that you have lost.
Despite hard work and good intentions, it’s quite easy to lose a client’s trust. This can happen for a number of reasons.
- Your product didn’t meet expectations: After using your product, the customer realized that it didn’t meet their needs. This can make the customer doubt the quality of your products and even make them believe you purposely misled them throughout the sales process
- The customer received unsatisfactory service: Poor communication can quickly ruin a customer’s experience. If they don’t receive timely answers to their questions, or speak with a rude or unprepared sales rep, they won’t view your company as one that values its customers.
- You overpromised: The product was what they expected, but they didn’t receive the exact results you promised during your pitch. The customer believes you oversold the product or were dishonest for the sake of convincing them to make a purchase.
With all of these detriments, how can you fix these relationships? For me personally I try to communicate first thing, and if this does not work I try to figure out what the problem is on my own. Now with art, it can be pretty hard to figure out why things didn’t work out.
Using an incentive for customers who were previously with your company is another great way to win them back. Incentives can work for anybody, it is the same concept of motivating your employees. Because who doesn’t like free things!
Ask the customer what they would like you to do to make them whole again. Empower the customer with part of the solution. Make him part of the team, not an adversary. Remember, this guy is torqued off and he has definite ideas on what you should do as a remedy. Keeping the client in the loop and involved can make a smooth transition into fixing the problem at hand. Because if there is a problem the client would be the first person who should tell you that there is one.
Clients can be hard to deal with sometimes as a business but without them there is no chance the business will flourish. So like any kind of retail environment you have to smile and try to understand the problem at hand. We have seen that clients can be upset if the product didn’t meet expectations, the client received unsatisfactory service, and you over promised the end product. How you can fix this is using an incentive, asking the customer what they would like to do, and to just communicate. Just take the time to listen to your clients and manage your own expectations and you will be able to have a flawless relationship with your clients.