Dealing With Dissatisfied Customers

“This isn’t going well.”

These four words are always tough to hear. Depending on who it may come from, I would rather run the Boston Marathon while listening to Justin Bieber, on broken glass, backwards. I can overcome most things easily, but dealing with disappointment from a person we hope to impress makes us want to lock ourselves in a room for a day.

Answering a dissatisfied customer is a close second. It can be an agonizing experience for any sports tourism professional and can affect your organization’s reputation.

Though sadly, we cannot run from the dissatisfied customer and blockade ourselves till the problem disappears because you must rise to the occasion and solve the issue.

It is proven, customers are two times more likely to share negative customer service experiences on social media and by word of mouth than positive encounters. How can you save face? Well, knowing that failure to solve a problem promptly and poor treatment are the top two reasons for client loss, we have two strategies that will help steer you through the process of dealing with dissatisfied customers.

The resolution is the solution

Solving the issue that disappointed your client is essential to turning their “frown upside down.” The resolution is what they are looking for, and it is your job to deliver.

A dissatisfied client will become frustrated if you wait for them to create a strategy moving forward. They are looking to you for the solution. Delivering a resolution involves a guarantee from you to execute certain actions for a certain effect at a certain time. Leading into…

Timing is everything

The secret is not only finding the resolution but determining when to act.

Immediate resolutions are precisely what a dissatisfied customer is looking for. Own up to it. They put their trust in you, your services, and your organization to represent them in some way. No matter how long they have been a client, it will show how much you value their business if you prioritize them first above everything else you are facing.

Should their issue be more complex and not allow for an instant resolution, make sure they tangibly see you have taken steps toward solving the problem. You can then offer a specific timeline for them to expect everything to be back to normal again.

We have all been on the other side, and when we know the process and when it will take place, it helps make the customer experience more tolerable. Always provide polite interactions and make it known that you will handle their issue. By doing so, you will inevitably manage their expectations and thus relieve the amount of customer disappointment.

Always remember, a dissatisfied customer becomes a thrilled customer if you can find a resolution in a reassuring, cooperative, and suitable manner.