Every company has a crisis at some point. It’s just about impossible to avoid. The difference between a good company and an outstanding company is how they handle problems. Instead of sweeping them under the rug, dealing with them out in the open and with social media can often make a large positive impact. Here are some tips for making sure things go smoothly.
-You can’t be everything to everybody. Things will go wrong that are out of your control, weather, vendor delays and even material issues can cause problems for you. You will never be able to make everyone happy. If someone brings a problem to your attention, do your best to fix it. In some cases the person with the complaint may never be satisfied. Move on.
-As discussed above, if you can, make things right. In many cases this would be as simple as saying you’re sorry for the problem. In other cases you may have to compensate them for the product. This is a small price to pay for converting an unhappy customer to a lifelong raving van.
-Research the problem before you respond. If it about an incident, see if you can find out what happened. If it’s about a product, make sure you’re familiar with it. Knowing what you’re talking about is important to your response.
-Be upbeat. Even negative feedback is important. Deal with it quickly and with a positive attitude.
-If you good up, say you’re sorry. Simple as that.
-Don’t over react. Teach your employees how to respond to problems. If it is you replying to customers, make sure you take a step back, relax and breathe deep before you reply. You can make a small problem into a big one quickly by over reacting.