Home Advertise Contact Blog Advertiser Login RSS
Newsletter Signup

Your Free Business Opportunity Resource Is Easy To Use
Home-Based Businesses
Choosing a Business Opportunity Growth and Profit Marketing and Sales
Plans and Goals Running Your Own Business Start-Up
Working From Home Entrepreneur Exchange Feature Articles
Opportunity Community Opportunity Focus In The News

Free Lead Generation is a hot topic these days since many pay a pretty penny per portal to generate leads to increase ROI.

Free Lead Generation is part of any markets platform.  It is important to note that this November was 'nutty' for lack of a better word.  The purpose of this blog post...

Small Business Media and tapping into that vein can be a tricky and somewhat slippery slope unless you know some tricks of the trade.  Getting your message in front of the right audience is often the key to success.  So, where are the keys to the kingdom you ask and how can you get your hands on...

Entrepreneurs' Day 2016 on the 15th was outshined by politics, climate change discussions and so much more.  That is a real shame since small business is the backbone of this Country.

Entrepreneurs' Day - In my world it is Entrepreneurs' Day every day! I think, sleep and breath Entreprenuership...

Sponsors

Paid2Save Click or Call Bill Toth (716) 345-1888
If you could Travel more, Have Fun, and get Paid doing it, would you want to know more about it?
How Many Leads Does It Take To Close A Sale?
This Article is now live on our blog and I know could be very insightful for many. Read On
The Ideal Length of Everything Online, Including Social Media Posts
When one of your busiest marketing channels limits you to 140 characters, you know that the internet sets its own rules.
I Want To Buy a Business Opportunity or Franchise
Who are the types of people who buy a business opportunity or small franchise? According to people in... Read on
 
Resource Center > Article
Your Quick Guide to Handling "Scroogey" Customers This Holiday Season
3 Dec 12 Posted by: Kathleen C Lanza
in Featured Articles
Share this Article:

Yes, the holidays are festive and fun. But, let’s be honest, they are also incredibly stressful on a number of levels, especially for business opportunity, franchise and other small business owners who are trying to manage so much during the season, not the least of which is meeting the oftentimes heightened expectations of holiday shoppers.

Long lines…tight turnaround…shipping problems… the possible list of what can and will go wrong is endless. So your customers are oftentimes just as stressed out as you are. The result? Patience wears thin and tempers run short. And when they do, let’s just say even the nicest people are capable of becoming a real Scrooge every once in a while.

While managing angry or dissatisfied customers is always a challenge, it’s perhaps hardest this time of year when you’re so busy that making any one customer a priority almost seems like a waste of your precious time. But it’s not...far from it in fact.

Consider this…

Research shows it costs five times as much to create a new customer as it does to retain an old one. Moreover, studies have shown time and again that the vast majority of customers, as much as 95% of them, are more than willing to continue doing business with a company that actually acknowledges and solves their problems quickly and satisfactorily than one that just doesn’t seem to care.

Okay, so you know a difficult customer or two likely will show up in your world this year one way or another, right? Why not start with an attitude of acceptance and be prepared?


To get you started, here are some key tips for defusing the “Scroogiest” of holiday shoppers’ anger this season and ensuring you see them again in the New Year:

Acknowledge their feelings—Validation is always the key to constructive problem solving. You need to express regret that your customer is having a negative experience and assure him/her that you will do whatever it takes to address their concerns.

Accept the basic premise that the customer is always right—You must start with the mindset that pleasing your customers, unless they are incredibly unreasonable, is your ultimate goal. Even in circumstances where you are certain you are not at fault, it’s wise to honor a reasonable request.

Ask your customer what would fix the problem—There’s nothing more effective than asking the customer directly what would make things right in his/her mind before you make a concrete offer. That way, if the request aligns with your way of thinking you know you’re in good shape. If not, you can adjust accordingly as much as possible so as not to disappoint.

Have Plans A, B and C ready—Give thought to what your three options are for assuaging dissatisfied customers in advance, and then you can use the one that best suits any situation as necessary. A minor foul up? How about giving the customer a coupon for 10% off their next purchase as a peace offering…that’s Plan A. Plan B might be a buy one-get one free offer, and Plan C a gift certificate of some kind.

Train your employees to handle problems—There is nothing more infuriating than going to an employee of an establishment with a problem, and they have no idea how or authority to fix it quickly. At the very least, make sure all of your employees are trained in the standard response of, “Let me find someone right away who can address your concerns to your satisfaction.” And if you've given them authority to act, you need to arm them with Plans A, B and C as well.

Hire enough help—It’s not like the holiday rush is a surprise…make sure you’ve got the staff to handle it, both in terms and quality and quantity.

Under promise, over deliver—As a general rule, this should be any smart business opportunity, franchise or other small business owner’s mantra, but especially during the holidays.

Be prepared to offer a refund—If your customer can’t be satisfied any other way, it’s okay to give them a refund. Just make sure that you leave him or her with as positive a feeling as possible about the overall exchange.

 

 

Related Blog Posts
22 Nov 16 Posted by: Kevin James Culp
in Featured Articles

Free Lead Generation is a hot topic these days since many pay a pretty penny per portal to generate leads to increase ROI.

Free Lead Generation is part of any markets platform.  It is important to note that this November was 'nutty' for lack of a better word.  The purpose of this blog post...
21 Nov 16 Posted by: Kevin James Culp
in Featured Articles

Small Business Media and tapping into that vein can be a tricky and somewhat slippery slope unless you know some tricks of the trade.  Getting your message in front of the right audience is often the key to success.  So, where are the keys to the kingdom you ask and how can you get your hands on...

21 Nov 16 Posted by: Kevin James Culp
in Featured Articles

Entrepreneurs' Day 2016 on the 15th was outshined by politics, climate change discussions and so much more.  That is a real shame since small business is the backbone of this Country.

Entrepreneurs' Day - In my world it is Entrepreneurs' Day every day! I think, sleep and breath Entreprenuership...
17 Nov 16 Posted by: Kevin James Culp
in Featured Articles

Business Opportunity Blog- Chicago, IL—BusinessOpportunity.com, one of the most visited biz opp marketplaces on the web, announced today their new Sponsored Article Marketing service.

Business Opportunity Blog - Reach More People through the Biz Opp Blog! Business Opportunity Blog...
16 Nov 16 Posted by: admin
in Featured Articles

How to Pinpoint the Weaknesses in Your Company - Nobody likes to think about what is going wrong in their company or what their weak points may be. This is why when employees are asked to perform a SWOT analysis, they go to great lengths to mention the company strengths and minimize the flaws.

 
   

SocialXpand Business Opportunity Interview w/ Brian Weiss was for me a new way to learn from a customer and whom I consider a friend in the industry.

I've had the opportunity to work for a while now with Brian Weiss who is the Director of Sales for the
Video Spotlight

If you could Travel more, Have Fun, and get Paid doing it, would you want to know more about it?

Premium Sponsor