If you are reading this, you are most likely a locksmith. As a locksmith, you are sure to run into a variety of daily things that make a day interesting. Sometimes it’s a unique lock, a odd key, or even a difficult customer. How do you handle the customers who are wreaking havoc on your day? Here’s some tips to help:
- Listen – it’s as simple as that. Just listen, ideally with sincerity.
- Don’t assume – The problem may not be on their end, it may be yours. Customer complaints are real, and although you may not want to hear it, if the complaint is directed at your or your company, it’s something that you should pay attention to.
- Use your words wisely – Think of any fight you have ever had with your significant other, you know exactly what to say to get them more angry. It’s the same thing with a customer. Avoid saying “Our policy is” or “I can’t” or similar. If it’s something you did, own up to it, apologize, and try to defuse the anger you are facing.
- Own it – If you are handling an angry customer on the phone or in person, say your name and let the person know you are taking ownership of the issue at hand – then do it
- Know Your Loyalty – Gaining a loyal customer comes on various levels, but usually it’s the loyal customer who became a loyal customer because you solved their problem and to their satisfaction. Customers who are not loyal never had a problem in the first place – try to remember the importance of the distinction between the two.
- Follow-up – A courtesy phone call is always appreciated. Follow-up to make sure the customer is still satisfied.
- Let it go – Some customers are angry and mean about life in general, it’s best to let them go in the first place. If you feel this is one of them, apologize and let it go.
© Copyright IDN, Inc.
Kathleen Kempf is the Marketing Manager at IDN-H. Hoffman.