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Atricle Dump - Responding to Complaints
As your cleaning company grows and your client list expands, you'll soon realize that you can't do it all yourself. Hiring, supervising and taking care of payroll are very time-consuming measures. Rather than putting an employee on the payroll, some companies elect to use independent contractors. But if you improperly classify a worker as an independent contractor when the IRS views them as an employee you could be liable for back taxes, penalties and int
• point out all the reasons for refusing the request
• soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things li
Have you gotten tons of career advice, solicited and unsolicited? You nod when you hear it and think, "Yeah, I know this stuff." So, what else is new?But what have you done with the advice? Fess up. Probably very little.Do any of these scenarios fit?* You're in a job you absolutely hate. It's ruining your health and your life. You stay because of the money or the fear that there's nothing better out there.* You're in
There are two ways you can go about this:
1. You can stand up for your rights (and lose the customer and any possible referrals)
2. You can keep your temper and keep your customer
REPLIES TO COMPLAINTS
Most businesses these days have (or should have) as their policy that the customer is always right. It's far better business sense to replace a couple of items which don't need replacing, and reap the reward of customer satisfaction and possible referrals, than to insist on your rights and lose unknown numbers of customers and referrals.
So, the aim of your response to an irate customer is to find out what he/she wants and to give it to him/her. Even if the request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing the item (unless of course it's a Maserati or the like!).
HOW TO RESPOND
1. Express regret, sincerely. Don't say, "We can't understand how this happened," because this implies that the customer is careless or stupid, since no-one else has had this trouble.
2. Explain how the trouble occurred. Your customer is entitled to know what went wrong (this also reflects well on your business, since it shows that you've taken the complaint seriously enough to investigate it thoroughly, and we all like to be taken seriously).
3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.
Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.
NOT "... you failed to enclose your cheque ..."
BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."
Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.
The best way of refusing is as follows:
1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.
2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).
Note:
• the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "
• point out all the reasons for refusing the request
• soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things lik
After the holidays, cables and wires are often a site for sore eyes amidst the influx of new high-tech toys, gadgets, and accessories. Thankfully, homeowners can utilize a few quick steps to restore function and design to their living rooms and home offices. Supplies: Cable Ties(also known as Wire Ties) Cable Tie Installation Tool Electrical Tape or Heat Shrink Tubing Adhesive Back Mounting Bases Surge Protecto
So, the aim of your response to an irate customer is to find out what he/she wants and to give it to him/her. Even if the request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing the item (unless of course it's a Maserati or the like!).
HOW TO RESPOND
1. Express regret, sincerely. Don't say, "We can't understand how this happened," because this implies that the customer is careless or stupid, since no-one else has had this trouble.
2. Explain how the trouble occurred. Your customer is entitled to know what went wrong (this also reflects well on your business, since it shows that you've taken the complaint seriously enough to investigate it thoroughly, and we all like to be taken seriously).
3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.
Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.
NOT "... you failed to enclose your cheque ..."
BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."
Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.
The best way of refusing is as follows:
1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.
2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).
Note:
• the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "
• point out all the reasons for refusing the request
• soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things li
Over the past few years pre-employment background checks have gained significance for employers big and small. Companies can either execute the required activities in-house or can outsource them to human resource companies that specialize in carrying out background checks.There is a lot of paper-work, co-coordination, and follow-up that goes into conducting a background check and for this reasons companies prefer to get the job done by an outside a
3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.
Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.
NOT "... you failed to enclose your cheque ..."
BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."
Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.
The best way of refusing is as follows:
1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.
2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).
Note:
• the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "
• point out all the reasons for refusing the request
• soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things li
As you read every word of this article, you will learn ways to make money from home.Fed up with traveling to work and doing the daily routine? You facing mid-life redundancy but haven't saved enough money to retire just yet? Do you need to boost income but still have young children at home?A part time home biz can be a perfect way to supplement our day job income and create the potential to take our business working from home full time.<
Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.
The best way of refusing is as follows:
1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.
2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).
Note:
• the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "
• point out all the reasons for refusing the request
• soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things li
Why Should You Take Action? Why should you realize your small business ideas?Why be successful?...Why be anything?The answers you get when you ask yourself these difficult questions, will determine if you can make it as a small business entrepreneur.Some of those questions are simple and can be answered in a straight forward manner. Why do you want to start a business? Why do you want to set goals for yourself? Etc.However, whe
• point out all the reasons for refusing the request
• soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things like, " ...well, they didn't have to do anything really, but wasn't it nice of them?"
N.B. If the spelling of words like "cheque" in this article worried you, please read this: http://www.write101.com/aus.htm
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