Top 6 Ways to Get An Angry Customer To Back Down
1. Apologize. An apology makes the angry customer feel heard and understood. It diffuses and anger and allows you to begin to re-establish trust. Not only that, but pilot studies have found that the mere act of apologizing has reduced lawsuits, settlement, and defense costs. You need to apologize to customers regardless of fault. Certainly, the apology needs to be carefully worded. Here’s an example of a sincere, yet careful apology:“Please accept my sincere and unreserved apology for any inconvenience this may have caused you.” 2. Kill Them Softly With Diplomacy. nterviewer. “It wasn’t the number of wrong answers, it was the answer itself.” The hired applicant had put “I don’t know” and you put “I don’t either.”

Rule Number 7: A Life Of Flexibility

Winston Churchill said, “Kites fly higher against the wind.” Successful entrepreneurs know the secret to their success is being flexible. Flexibility means knowing when to give in and when to hold firm. When to give up a product or service you “love” but isn’t selling or when to keep going and never give up. It’s one of the most difficult decisions we have to make. Especia

There is an old saying that cats have nine lives.

Legend has it that Baldwin III, Count of Ypres, threw some cats from a tower in AD962. Europe was a tough place for cats in those days. But the more simplistic answer is that cats are resilient creatures, who manage to get into the tightest places and still land on their feet. Most have split personalities, suffering from eternal schizophrenia. One minute they’re cuddling up to you like a warm, furry ball. The next they’re arching their back and hissing, afraid of their own shadow.

Customer Loyalty has nine lives also. After all there is only so much a customer is going to take before he leaves because of one of your employees’ indifference to his existence.

Loyalty has to begin before you attract the new customer or client. The same rules that apply to keeping customers must be firmly in place to attract your perfect customer in the first place.

Last month we discussed the first four; Competence, Innovation, Communication and Customer Service. Here are the final five.

Rule Number 5: A Life Of Consistency

A wise old sage once told my wife and I when we were first married. “The key to a good marriage is consistency.” He advised us to go to a romantic restaurant once a week, every week. Enjoy the mood, the warm atmosphere, the elegant service and each other’s company. It will set the tone for the rest of your week and your marriage. Well, I’ve been married now for 33 years and I can tell you honestly that this one piece of advice is responsible for my being happily married for so many years. See, I go to the restaurant on Tuesday nights and she goes on Wednesday nights.

Rule Number 6: A Life Of Honesty

There were two applicants applying for a job at a prestigious Fortune 500 corporation. Each was impeccable in his dress, resume and qualifications. One was from the North and one from the South. The interviewer could not decide who to hire because they were both so similar. Finally he decided to test them. They both received the same score – one wrong answer. He still couldn’t decide. After reviewing the answers to the test, he finally decided on the gentleman from the South. The Northern applicant was furious. “What do you mean, we both missed only one question.?”

Yes, said the interviewer. “It wasn’t the number of wrong answers, it was the answer itself.” The hired applicant had put “I don’t know” and you put “I don’t either.”

Rule Number 7: A Life Of Flexibility

Winston Churchill said, “Kites fly higher against the wind.” Successful entrepreneurs know the secret to their success is being flexible. Flexibility means knowing when to give in and when to hold firm. When to give up a product or service you “love” but isn’t selling or when to keep going and never give up. It’s one of the most difficult decisions we have to make. Especial

also. After all there is only so much a customer is going to take before he leaves because of one of your employees’ indifference to his existence.

Loyalty has to begin before you attract the new customer or client. The same rules that apply to keeping customers must be firmly in place to attract your perfect customer in the first place.

Last month we discussed the first four; Competence, Innovation, Communication and Customer Service. Here are the final five.

Rule Number 5: A Life Of Consistency

A wise old sage once told my wife and I when we were first married. “The key to a good marriage is consistency.” He advised us to go to a romantic restaurant once a week, every week. Enjoy the mood, the warm atmosphere, the elegant service and each other’s company. It will set the tone for the rest of your week and your marriage. Well, I’ve been married now for 33 years and I can tell you honestly that this one piece of advice is responsible for my being happily married for so many years. See, I go to the restaurant on Tuesday nights and she goes on Wednesday nights.

Rule Number 6: A Life Of Honesty

There were two applicants applying for a job at a prestigious Fortune 500 corporation. Each was impeccable in his dress, resume and qualifications. One was from the North and one from the South. The interviewer could not decide who to hire because they were both so similar. Finally he decided to test them. They both received the same score – one wrong answer. He still couldn’t decide. After reviewing the answers to the test, he finally decided on the gentleman from the South. The Northern applicant was furious. “What do you mean, we both missed only one question.?”

Yes, said the interviewer. “It wasn’t the number of wrong answers, it was the answer itself.” The hired applicant had put “I don’t know” and you put “I don’t either.”

Rule Number 7: A Life Of Flexibility

Winston Churchill said, “Kites fly higher against the wind.” Successful entrepreneurs know the secret to their success is being flexible. Flexibility means knowing when to give in and when to hold firm. When to give up a product or service you “love” but isn’t selling or when to keep going and never give up. It’s one of the most difficult decisions we have to make. Especia

st married. “The key to a good marriage is consistency.” He advised us to go to a romantic restaurant once a week, every week. Enjoy the mood, the warm atmosphere, the elegant service and each other’s company. It will set the tone for the rest of your week and your marriage. Well, I’ve been married now for 33 years and I can tell you honestly that this one piece of advice is responsible for my being happily married for so many years. See, I go to the restaurant on Tuesday nights and she goes on Wednesday nights.

Rule Number 6: A Life Of Honesty

There were two applicants applying for a job at a prestigious Fortune 500 corporation. Each was impeccable in his dress, resume and qualifications. One was from the North and one from the South. The interviewer could not decide who to hire because they were both so similar. Finally he decided to test them. They both received the same score – one wrong answer. He still couldn’t decide. After reviewing the answers to the test, he finally decided on the gentleman from the South. The Northern applicant was furious. “What do you mean, we both missed only one question.?”

Yes, said the interviewer. “It wasn’t the number of wrong answers, it was the answer itself.” The hired applicant had put “I don’t know” and you put “I don’t either.”

Rule Number 7: A Life Of Flexibility

Winston Churchill said, “Kites fly higher against the wind.” Successful entrepreneurs know the secret to their success is being flexible. Flexibility means knowing when to give in and when to hold firm. When to give up a product or service you “love” but isn’t selling or when to keep going and never give up. It’s one of the most difficult decisions we have to make. Especia

plicants applying for a job at a prestigious Fortune 500 corporation. Each was impeccable in his dress, resume and qualifications. One was from the North and one from the South. The interviewer could not decide who to hire because they were both so similar. Finally he decided to test them. They both received the same score – one wrong answer. He still couldn’t decide. After reviewing the answers to the test, he finally decided on the gentleman from the South. The Northern applicant was furious. “What do you mean, we both missed only one question.?”

Yes, said the interviewer. “It wasn’t the number of wrong answers, it was the answer itself.” The hired applicant had put “I don’t know” and you put “I don’t either.”

Rule Number 7: A Life Of Flexibility

Winston Churchill said, “Kites fly higher against the wind.” Successful entrepreneurs know the secret to their success is being flexible. Flexibility means knowing when to give in and when to hold firm. When to give up a product or service you “love” but isn’t selling or when to keep going and never give up. It’s one of the most difficult decisions we have to make. Especia

nterviewer. “It wasn’t the number of wrong answers, it was the answer itself.” The hired applicant had put “I don’t know” and you put “I don’t either.”

Rule Number 7: A Life Of Flexibility

Winston Churchill said, “Kites fly higher against the wind.” Successful entrepreneurs know the secret to their success is being flexible. Flexibility means knowing when to give in and when to hold firm. When to give up a product or service you “love” but isn’t selling or when to keep going and never give up. It’s one of the most difficult decisions we have to make. Especially when it comes to dealing with customers. Sometimes you have to fire a customer who is a constant thorn in your side. Other times the customer is always right. Think about the lifetime value of that customer before you upset them with rigid rules and regulations. Be more flexible and keep more customers loyal.

Rule Number 8: A Life Of Being Trustworthy

There are four elements of trust, one being “I do what I say I’m going to do, when I say I’m going to do it.” Follow through with customer or client requests. So many companies make promises they know they cannot physically meet, yet to “save” the account they fudge the production schedule a little bit. It’s better to under promise and over deliver. Make that your motto. Take the word TRY out of your vocabulary. It’s a wimpy, negative word. “I’ll trrrrrrrrrry.” Maybe I will and maybe I won’t. Nothing like a little confidence. Even “I’ll do my best” is better. It’s just that your best, better be not just good, but great.

Rule Number 9: A Life Of Integrity Allie Prescott, past President of the Memphis Redbirds, the farm club baseball team of the St. Louis Cardinals said, “There is no such thing as a momentary lapse of integrity.” Even with all 8 of these life principles, if you don’t constantly maintain your integrity, you’ll spend your entire life wondering who you told what, to cover up that other thing you once said. It’s not a pleasant way to live.

I once farmed out a printing job to a 4 color printing shop. My client defaulted, left town and never paid me. A real shyster. I could have easily said, “my client didn’t pay me, I’m not paying you.” But I didn’t do that. I paid the $4000.00 each month until I paid it off because I didn’t want to ruin my reputation in the community.

Always tell the truth and truth will pay you back handsomely.