How To Deal With Customer Complaints
It can be difficult to deal with an upset customer. Sometimes it feels like it may be impossible to make everyone happy, but not to worry! Charlotte has some excellent advice for any small business owner dealing with customer service issues.
The #1 thing to do is LISTEN! You want to make sure that your customers are left feeling happy and satisfied with the service they received. We know how hard it can be, trust us, especially when you're the one making the candles.
Be sure to take yourself emotionally out of the process and put yourself in their shoes. The same way you would want to be heard and cared for if you spent money and were dissatisfied in a service is the same way you should be trying to solve the issues with your customers.
Next, make sure to offer support. This can be through replacing product, having a clear return or exchange policy on the website, having customer satisfaction policies, etc.
Communication is so so so important!!
Another tip is to remember to be flexible. There's no one-size fits all policy, so be sure to adjust your policies for each specific customer when you have to.
Take ownership of the mistake, and say thank you for them giving you the opportunity to improve your business.