Frustration happens when expectations aren’t met.
How do you turn upset customers into
Excited, Loyal, Lifetime Customers?
In this four-part Seek Excellence series, we are talking about upset, frustrated customers.
Sometimes, people come in with an attitude. Buyers come in angry, frustrated, and upset. How we handle these people determine if they become Excited, Loyal, Lifetime Customers, or not.
How do you treat someone with love and respect when they don’t treat you that way? Today’s first video looks at why customers become upset.
A harsh word stirs up anger, but a soft reply builds relationship.
– Proverbs 15:1
Why customers are upset:
- Communication – Poor communication, lack of communication, and breakdowns in communication all destroy relationships.
- Time – Having to spend time on something they don’t want to do or feel is a waste of their time creates dissatisfaction in buyers.
- Money – A feeling of paying too much or being unfairly treated, in terms of money, can create dissatisfaction.
Sometimes when we perceive customers to be frustrated, it is because they communicate poorly, and we don’t really understand what the buyer is trying to say.
To move a person from being an upset customer to becoming an Excited, Loyal, Lifetime Customer, you have to truly understand them.
Often, upset customers speak in half-truths. It might not be that they are intentionally lying. It could be that their recall isn’t perfect. Don’t take this half-truth head on. Don’t repeat it. Take the time to understand what your buyer is really saying and who they are.
Next week, as we continue our series on understanding upset customers, we’ll cover understanding your frustrated buyer and the importance of getting your thinking right.