Seriously, do you like to hear a client complain about their experience with you or your business? I doubt it. But it does happen. How you respond to these ‘bumps’ in your client relationship road may help you turn them into marketing gold.
Here are some points to keep in mind to make the most of these ‘moments-of-truth’ that may have gone bad:
Welcome Negative Comments
The expression, “Don’t shoot the messenger” is very true here. Your client is giving you a GIFT . . . of insight that you may not have known and might never learn . . . except from the symptomatic loss of clients and revenues that a problem may suggest. Don’t turn off this excellent source of insight that, used properly, can help you build a better business experience and increased client loyalty to your firm and brand.
Respond Quickly and Effectively
Another expression. “Actions speak louder than words”. What you DO to recover from a compromising experience speaks volumes more about whether you care about your clients than any boilerplate copy in your marketing collateral. Use these difficult but important ‘messages’ to show you care and DO whatever is necessary to demonstrate that to your clients and all ‘fans’ of your brand.
A Little ‘BAD’ Generates a Lot of ‘GOOD’
If all you hear are good things about anyone or anything, you’re probably going to discredit the comments and the legitimacy of the firm. But if you have some not-so-perfect comments made along with positive ones, your credibility factor will rise like the temperature on a July day! Just make sure any negative information is a small percentage of the total and show that you used the comments to respond effectively. That . . . is a winning strategy.
Negative comments are blessings in disguise — Welcome them and Respond to them