about Customer retention
An angry customer doesn’t mean a lost customer. In fact, if you handle the situation well, it will likely build greater trust and strengthen the customer relationship. But you’ve got to act fast – a dissatisfied customer or client will only provide a very narrow window of opportunity for resolution.
For advice on counteracting negative human emotions and feelings, a natural port of call is psychology
When you’re trying to grow your business, bringing in new customers or clients left right and centre seems like an attractive option.
Think of customers like cars. Buying a new car might seem attractive, but there is another option.
You’ve been driving the same car for a while now, and it’s not been letting you down. Over time, without appropriate care, its reliability might start to slip, and eventually, it will break down
Sometimes in business, we can be so pre-occupied with chasing down new customers and offering them sparkling deals to attract them in, that we neglect the loyal customers we already have.
In fact, looking after customer relations is vital to building your business. If people are happy with your service, not only will they come back for more, but they have the capacity to become advocates for your brand, bringing more customers through your door without you having to do any of the hard work. Simple, right?1