Description

None of us want to deal with unhappy customers but it is inevitable as a small business owner. In this episode, we discuss how to save your sanity and your reputation next time you must deal with one.

Before you respond

Many of us get a negative email, message, or review and want to instantly respond while we are seething mad. Probably not the best way to respond. Before you reply:

Breathe
Empathize
Do not take it as a personal attack
Think of solutions

How to respond

Listen objectively and get to the root of the problem
Come up with a quick resolution
Implement the resolution quickly
Don't be a pushover
Sometimes you cannot make them happy, no matter what you do

Sometimes you must fire customers

If a customer is too demanding or gets out of line, you can fire customers. Make sure you have disengagement language in client contracts where applicable.