From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time. But believe it or not, this is actually a tremendous sales opportunity and a chance for you to become a hero. Here's how to make this situation work for you:

Empathize With the Client

Though it may be difficult to keep a tight lip, just listen and let your customer vent. Listening allows you to determine what the customer is really angry about. Is it the actual problem that is causing his rage or is it how your customer looks to his superiors? Determine what the customer is really asking for and figure out how to deliver the solution. If higher level management needs to be addressed, this creates an opportunity for you to set up a meeting and establish a relationship. If your customer's business is being impacted, then you need to take quick action to find a resolution.

Establish a Plan of Action

Escalate the issue within your company and make sure it gets into the right hands within your customer service organization. Explain the urgency of the situation and request that the parties involved give you updates along the way. Schedule meeting times or conference calls throughout the day to give them specific deadlines and keep things moving. If you don't receive the expected updates, call them and push for resolution. Not only does this keep the pressure on, but it allows you to be the liaison for the customer. Be sure to update your customer on the progress at every step of the way.

Move up the Food Chain

Set up a meeting with your customer contact and his superiors. Bring in your own management and use this opportunity to show everyone involved how you are going to take action. Outline the plan for resolution and commit to updating everyone involved as your progress toward resolution- then be sure to follow up and meet your promises.

A meeting like this lets you meet executives and work your way up the organization chart, laying the foundation for future opportunities. Though you are meeting under unfortunate circumstances, once the problem is resolved, you will be remembered for your quick action and excellent customer service.

Offer a Concession

Since you don't want to offer refunds or credits, and even if your customer doesn't expect one, it's a good idea to make a peace offering. Once the problem is resolved, offer your customer a free trial of another product. The trial will not only make them happy, but could lead to a future sale.

You could also coordinate a dinner or trip to a ballgame to thank your new executive contacts for their patience and time. Does your company have a user's group meeting, trade show or annual conference coming up? Offer up some free passes. Attendance at events like these almost always leads to a sale. Whatever you do, don't just hand them a gift certificate or gift. Be sure to offer a networking event or something that leads to a future sale.

Another way to wrap up and put a problem to bed is to set a meeting with your new executive contacts. Does your company have an executive briefing center? Offer to coordinate an afternoon event and show the executives your entire product line, introduce them to your company's executives and learn more about your company's vision. If your company doesn't offer this kind of service, create your own. Bring an executive briefing to them by scheduling executives from your company to speak and present your full product line. Order a catered lunch, hand out gifts with your company logo and impress the attendees with your professionalism.

Unfortunately many clients have low expectations of sales people. But you can make this work to your advantage by exceeding their expectations, providing excellent customer service and showing them that you follow through on your commitments. It's the best way to build trust and lasting relationship and before you know it, your most disgruntled customer could become your best source of income.

Stephanie Chandler is the author of "The Business Startup Checklist and Planning Guide: Seize Your Entrepreneurial Dreams!" and the founder of http://www.BusinessInfoGuide.com, a directory of free resources for entrepreneurs. Sign up for the BusinessInfoGuide newsletter to receive hot resources and tips every month.

---

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

What Do Your Clients REALLY Think of You?

I'd like to start this article with a test ?What... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So... Read More

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More

Improving Customer Service

Improving customer service starts at the top - with us... Read More

4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business,... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... Read More

How To Keep Your Customers Coming Back -- Understanding Customer Retention

Why do some businesses offer points, stamps or every tenth... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More

Absence Makes the Heart Grow Fonder

However, in the world of business, this cliché may not... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More