From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time. But believe it or not, this is actually a tremendous sales opportunity and a chance for you to become a hero. Here's how to make this situation work for you:

Empathize With the Client

Though it may be difficult to keep a tight lip, just listen and let your customer vent. Listening allows you to determine what the customer is really angry about. Is it the actual problem that is causing his rage or is it how your customer looks to his superiors? Determine what the customer is really asking for and figure out how to deliver the solution. If higher level management needs to be addressed, this creates an opportunity for you to set up a meeting and establish a relationship. If your customer's business is being impacted, then you need to take quick action to find a resolution.

Establish a Plan of Action

Escalate the issue within your company and make sure it gets into the right hands within your customer service organization. Explain the urgency of the situation and request that the parties involved give you updates along the way. Schedule meeting times or conference calls throughout the day to give them specific deadlines and keep things moving. If you don't receive the expected updates, call them and push for resolution. Not only does this keep the pressure on, but it allows you to be the liaison for the customer. Be sure to update your customer on the progress at every step of the way.

Move up the Food Chain

Set up a meeting with your customer contact and his superiors. Bring in your own management and use this opportunity to show everyone involved how you are going to take action. Outline the plan for resolution and commit to updating everyone involved as your progress toward resolution- then be sure to follow up and meet your promises.

A meeting like this lets you meet executives and work your way up the organization chart, laying the foundation for future opportunities. Though you are meeting under unfortunate circumstances, once the problem is resolved, you will be remembered for your quick action and excellent customer service.

Offer a Concession

Since you don't want to offer refunds or credits, and even if your customer doesn't expect one, it's a good idea to make a peace offering. Once the problem is resolved, offer your customer a free trial of another product. The trial will not only make them happy, but could lead to a future sale.

You could also coordinate a dinner or trip to a ballgame to thank your new executive contacts for their patience and time. Does your company have a user's group meeting, trade show or annual conference coming up? Offer up some free passes. Attendance at events like these almost always leads to a sale. Whatever you do, don't just hand them a gift certificate or gift. Be sure to offer a networking event or something that leads to a future sale.

Another way to wrap up and put a problem to bed is to set a meeting with your new executive contacts. Does your company have an executive briefing center? Offer to coordinate an afternoon event and show the executives your entire product line, introduce them to your company's executives and learn more about your company's vision. If your company doesn't offer this kind of service, create your own. Bring an executive briefing to them by scheduling executives from your company to speak and present your full product line. Order a catered lunch, hand out gifts with your company logo and impress the attendees with your professionalism.

Unfortunately many clients have low expectations of sales people. But you can make this work to your advantage by exceeding their expectations, providing excellent customer service and showing them that you follow through on your commitments. It's the best way to build trust and lasting relationship and before you know it, your most disgruntled customer could become your best source of income.

Stephanie Chandler is the author of "The Business Startup Checklist and Planning Guide: Seize Your Entrepreneurial Dreams!" and the founder of http://www.BusinessInfoGuide.com, a directory of free resources for entrepreneurs. Sign up for the BusinessInfoGuide newsletter to receive hot resources and tips every month.

---

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

What Do Your Clients REALLY Think of You?

I'd like to start this article with a test ?What... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

Be A Resource

What is one of the greatest ways to add value... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

6 Reasons Why Complaining Customers are Golden

With Some Tips on How to RespondTt has probably happened... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that... Read More

Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead.... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that... Read More