What Is Your Unmistakable Reaction to Challenges?

Exceeding expectations is an excellent way to build goodwill, positive buzz, and satisfied customers. One of the easiest ways to exceed customer expectations is to be proactive in dealing with issues as they arise.

It’s a given that problems will arise. You have a choice in how you respond to customer issues, concerns, disappointments, blunders, and mistakes. You have two options: ignore them and let friction destroy your trust, or react in a way that no one else will and turn problems into gold mines in the process. Choose the latter if you want to go above and beyond!

Until recently, Nordstrom’s refund policy allowed returns without a receipt, with no time limit, and without any questions. That policy is still in place in some form today. Whenever customer service is discussed, this policy is frequently cited as an example. That being said, it’s become a signature response to a customer problem and something that generates great word of mouth for them.

It takes some thought, planning, implementation, and even training to create your signature response to problem-solving. Still, it can become a precious tool for your organization. In this article, I’ll outline four steps you can take to address customer issues quickly, proactively, and creatively with response all your own.

1. Encourage and reward your customers for their input.

First, encourage your customers to tell you when something isn’t working correctly as part of your core marketing system. It may appear to be a simple task, but research shows that nearly 90% of your customers who encounter a problem will leave your business unhappy.

Your marketing text should explicitly say that you welcome comments and won’t stop working until your consumer is delighted. Provide explicit warranties and return policies, and let customers know how to contact you through phone, mail, live chat, the web, or email if there are any questions or issues. Incorporate satisfaction surveys, outcomes reviews, and even random phone follow-ups into your regular operating operations, and you’ll see better results.

Of course, simply asking for input and then sending it down the rabbit hole won’t be enough; you must reply to it.

2. Prepare an answer to the question

Design the way you instinctively respond to address a client’s problem to get the most out of this concept. It’s possible to address part of this with no-strings-attached assurances and return policies, but you also need to add a little personality to the mix. Adding a little flair at this point transforms a standard response into a memorable one. Is the CEO there with a bouquet, is the client given a free month of service and a dedicated service representative to help them through the challenge? Do you do all in your power to make things right when anything goes wrong?

In this case, it’s critical to do something that both meets the customer’s needs and adds a small “wow” factor they can’t help but notice.

When clients buy one of our goods and then decide it’s not what they expected, we get letters asking for their money back. Instead of asking customers to return it, we happily reimburse their purchase price and ask that they give it to another company owner as a present. It’s a simple thing for us to do, but it always gets a warm reception.

3. Move swiftly

The ability to solve problems quickly is critical in today’s technologically advanced society when we need immediate satisfaction. You’ll have to get to work right now—customers like being able to get a hold of you quickly when they have a problem. According to a CMO Council research, people believe that a quick reaction time is the essential part of a successful customer experience.

Zappos has a stellar reputation for providing first-rate customer service. Live chat, email, phone, and social media assistance are all readily available around the clock for you to contact them with questions. Customers want their problems handled as quickly as possible, and this is an excellent example of a remedy they came up with on their own.

4. Give your staff the authority to remedy the issue.

The concept of assigning blame is a critical component of the problem-solving puzzle. If you make a mistake, own up to it and take steps to correct it. Correct any errors made by your customer as soon as possible. Even when the consumer is wrong, getting them to confess it won’t help. Fix the problem; not the blame is one of my favorite business idioms when speaking to my team in my best dad’s voice.

Allowing your team to repair the problem instead of placing blame is the best approach to ensure your signature reaction to difficulties is delivered strictly as intended.

Let them know that even while you have procedures in place to make their lives easier and your firm more profitable, they may still go above and beyond to satisfy the client if they so choose. If you’re worried about being taken advantage of because of this, you should reevaluate who you’re trying to attract as consumers. Because of this, you should always set expectations upfront in all of your marketing communications so that consumers know what to anticipate.

Creating good publicity and long-term clients is how you save a poor transaction by reacting unexpectedly.

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