10 ways to win back an unhappy customer

1. 10 Ways to Win Back an Unhappy Customer
Turn Those Customer Frowns Upside Down
Some business problems are harder to fix than others. But very few problems can be as
frustrating and difficult to address as an unhappy customer.
That's because there's no single way to "fix" a broken customer relationship. Every
situation -- and every customer -- is different. Success depends on your ability to listen,
adapt, evolve, and rise to the challenge.
Yet there are important techniques that every small business can use to win back unhappy
or dissatisfied customers. Put these methods to work, and you'll have the tools you need
to turn even the most ardent critic into a loyal -- and vocal -- repeat customer. In today's
business climate, this could make the difference between success and failure for any
small business.
-- Leslie Levine
1. Find Out What's Wrong
This seems obvious, but many business owners and their employees neglect to ask one
vitally important question: "What happened?"
It's not necessary to open with an apology, mostly because you won't know what you're
sorry for, and those mea culpas often come across as insincere anyway. Instead, open a
dialogue with the customer, listen to what they're saying, and get the information you
need to offer a solution.

2. 2. Get to the Bottom of the Problem
Once you discover why your customer is unhappy, it's time to assess who, or what, is to
blame for the problem. If a miscommunication occurred, for example, you'll want to
acknowledge that you or one of your employees could have done a better job of
articulating a specific policy.
You may know -- or think you know -- exactly what went wrong. Yet it's also important
to ask the customer how they see the problem. They'll give you a different point of view,
and in the process they might show you how to come up with a better solution. You'll
also open a dialogue with the customer that shows how much you value and appreciate
their input.

3. 3. Refer New Business to the Customer
If you did blow it with a customer, few things say you're sorry like sending business to
their door. Referring one of your own associates to a customer -- former or otherwise --
demonstrates that you have that customer's best interests at heart. It's also a subtle way of
suggesting that it's possible to move on and build a new business relationship.
4. Calibrate Your Language (and Your Tone)
If you want to convince someone to give you a second chance, use language that not only
persuades but also enhances your trustworthiness and real concern.
Most people, especially disgruntled ones, can spot insincerity a mile away. That's why it's
important to make sure that the sincerity in your voice and body language matches the
sincerity of your words.
This isn't always easy to do, especially if you're in a situation where emotions are running
high. Just remember that staying calm and being patient doesn't only calm the customer,
it also calms you and helps you focus on finding a productive solution.

4. 5. Offer a Specific Plan of Action
Once you've made it clear that you understand what went wrong and why the customer is
unhappy, offer a specific strategy to make things right. Vague assurances are exactly that:
vague. You're far more likely to win over an upset customer if you present them with a
specific solution to the problem.
6. Offer an Incentive
Once you've offered a solution to the problem, sweeten the deal with a price break or
some other special incentive. The "incentive" doesn't even have to involve your own

5. products or services; a gift certificate to a local restaurant, for example, is another option
to consider.
The idea here isn't just to win back the customer's business. You're also fighting to win
back their affection, loyalty, and trust, and a genuinely kind gesture can soften even the
most hardened customer.
7. Empower Your Team
If you want to solve customer service issues, you've got to give your employees the
power to fix problems and make things right. That's especially true when it comes to
dealing with unhappy customers.
If you're the only one who can make the big decision to, say, give a customer some kind
of break, you're sabotaging your own customer service efforts. Your employees are often
the first people to deal with an unhappy customer, and if they can't address the issue on
the spot using their own best judgment, your business might not get another chance.

6. 8. Launch a "Win Back Customers" Campaign
Assemble your fabulous sales team and create a campaign just for previous customers,
particularly ones who left disgruntled or otherwise unhappy. Conduct the campaign via
social media and in print to make sure you reach everyone. Tell customers you miss them
and want to do something -- whatever it takes -- to get them back.
The deals you present could involve price breaks, special incentives, product guarantees,
or offers tailored specifically to address ex-customers' concerns. Whatever you do, make
sure you also offer incentives to your sales team, since they'll be doing the heavy lifting
on this effort.
9. Work Through the Customer's Anger
At first, an unhappy customer who hears, "What would you like us to do?" or "How can
we make the situation right?" might not actually pay attention. They may be so
accustomed to being ignored that they won't notice that you're working hard to engage
him and find a solution.
But be persistent. If a customer requests something that is truly beyond your abilities,
gently negotiate toward a middle point. Most customers will appreciate the effort, even if
it takes them a few minutes to get over their initial anger -- and fear of rejection

7. 10. Seal the Deal
Once you win back that unhappy customer, do your best to keep them. Start out at once
by expressing your appreciation, and never stop. Remind yourself from time to time why
your customer became disgruntled in the first place. The last thing you want is to have to
woo back an unhappy customer a second time!
Keep Your Customers Coming Back.
Use these six service strategies to keep customers coming back for more. It's much more
expensive to attract new customers than it is to keep existing ones, so it's vital that your
business focus on making customers happy.