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4 tips on how to deal with dissatisfied customers

 

Welcome back, readers and bloggers, to a new edition of Social Media Saturday!  As a small business owner, I have had the experience of having to handle dissatisfied customers. There is not a lot of information available on how to deal with customers who are not satisfied. When we think of our clients, we prefer to think about the person being happy with our product or service. But learning how to deal with this type of situation has made me a better business owner and business woman.   It’s important to know the best ways of approaching the situation when something goes wrong.  Today, I am going to share 4 tips on how to deal with dissatisfied customers.

 

Tip 1: Talk to Your Team

As the leader of my brand, it sometimes overwhelming to focus on multiple tasks at the same time. I recommend talking to your team first to find the best way to address the problem. Again, your team should consist of individuals who have a different skill set or some specific experience in business. Now, if you are the smartest person on your team, you need to create a new team. In my experience working with many new and small businesses, there is usually one person doing everything with very little team support. Now if this is your situation, then it might be challenging for you to rectify the problem on your own. The last thing you need is to make an agreement you are unable to fulfill, plus you don’t want your customers taking full advantage of you either. Having a team is very important because they become your support system as your business begins to grow, which will help you learn how to address problems with customers in the future.

Tip 2: Meet with the client

As hard as it may be to do this, I recommend scheduling a meeting to allow your customer to discuss with you why they are dissatisfied. This conversation may turn into a customer “venting” session. Keep in mind the main objective is to listen to the client, then present to the client the best options on how to rectify the problem. Once your client has agreed, I would suggest that you revamp the contract based on the new agreement. You may have to hire an attorney to create a new contract just for customers who are dissatisfied with the products or service when rendered.

Tip 3: Don’t Take It Personally

Back in the 90’s, R&B singer/songwriter Monica had a hit song called Don’t Take It Personal as she sang about her relationship. This concept can be applied in the world of business as we deal with dissatisfied customers. It’s easy to get wrapped up in the drama of the situation and that’s why we should not take what our customers are saying to us personally. Most of the time our customers are acting out emotions so they may say things to try to get you upset. For example, a customer may start saying negative things about your business or making derogatory comments about your staff. Remember, our job is not to get sucked into the drama. Try to stay professional as possible.

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Tip 4: Take some time for yourself

After the situation has been resolved, I believe that it is important to take some time out for yourself to truly process the situation.  Even if you’ve handled the situation in the most professional way possible, it can still be a stressful experience. We naturally tend to internalize most stressful incidents without even realizing it. I suggest that you take a “time out” when this type of situation with a customer occurs. Take time for a short walk, treat yourself to a snack, or find someone who can make you laugh. Once you do this, then you will be ready to work with your next customer.

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Keep these 4 tips in mind the next time you find yourself in this situation with a customer. Remember, dealing with an unhappy customer can be a learning and growing experience for you.

Stay tuned for my next post on July 30th at 11am ET. If you have any comments or questions, please email me ayasha@urbansocialitesnj.com and remember to connect with us on social media

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Ayasha Roberson started Urban SociaLites, LLC in June of 2010, she holds a bachelor degree in Sociology from Richard Stockton College and Masters Degree in Administrative Science from Fairleigh Dickinson University. Every 3rd and 5th Saturday check out her blog Social Media Saturday as Ayasha provides you with helpful tips of how to make your brand cool, hip, and colorful.

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