Need First Aid for Dissatisfied Customers?

First aid for dissatisfied customers? Don't waste precious time!

We never have dissatisfied customers! I think…

Really? Are you absolutely sure? Then I'm sure you won't mind me putting you to the test. Whether you are a new or seasoned entrepreneur, a solopreneur or an SME owner.

Have you ever experienced one or more of the situations below?

• You hear through the grapevine about a not-so-positive experience with your organization. What now?

• A customer posted a scathing review online. You have to respond, but how?

• You can feel in your gut that a project is suddenly running sluggishly. You want to react proactively, but how?

• As soon as anything resembling a complaint surfaces within your organization, your team members are at your desk. You understand that they want your perspective, but honestly, you are just doing what seems best.

Unhappy customers—we’ve all dealt with them at some point. Regardless of our sector or experience, you simply cannot avoid things going wrong at some point. Very occasionally, it is even entirely the fault of the customer in question, and you, as an organization, still bear the brunt. Moreover, when you try to explain why something went wrong, you often see the customer become even angrier or more disgruntled. Help, what now?

Common mistakes with dissatisfied customers

An unsatisfied customer is what we call a heightened customer. In other words: due to their dissatisfaction, they will scrutinize everything you say or do with an extra magnifying glass. This is out of fear that their problem or complaint will not be resolved or taken seriously. There is nothing you can do about this; it is a rather unconscious experience resulting from the years of customer service being treated like a stepchild by various large organizations. However, you *can* change the following 3 common mistakes:

• Too much ego

Number one by far: you so desperately want to be proven right. After all, from your perspective, there is a plausible reason why something went wrong. Perhaps the customer even played a part in it? That may all be true, but it is actually irrelevant. Stay away from discussions about who is right, and instead ask yourself how high the risk of reputational damage is if you engage in such discussions. What you hear, see, or read is the customer's perception of the situation. Nothing more, nothing less.

• Waiting too long

Ugh, a complaint or a negative review. It stings; you know you need to respond, but you aren't quite sure how. So you let it sit for a while. And then a little longer… until the customer has long since thought, 'they don't care anyway.' Damn, missed opportunity to turn a dissatisfied customer into an ambassador. Respond quickly, preferably within the working day. Note: responding doesn't mean you have to have a ready-made solution immediately.

• Too little empathy

From the recipient's perspective, dissatisfied customers sometimes have a tendency to exaggerate. As a result, we almost unconsciously become defensive and tend to minimize, dismiss, or interrupt certain statements. Consequently, the customer feels unheard, and you only drive the escalation further to the brink. My advice? First, listen very carefully, show understanding, and only then respond and make a proposal.

Are you thinking, "Yeah, yeah Sarah, that all sounds logical, but can you actually do that for us in practice? Or can you teach this to my team?" Of course :-)

First Aid-K, how does that work exactly?

Simply put, Customerry does exactly what it says. Namely, providing First Aid to Dissatisfied Customers. You outline your problem to us, we provide our feedback, a suggestion on how best to respond, and a tip to help you confidently tackle your complaints right away next time.

Will you come sit with us then?

No. The EHBO-K principle works entirely online. You send us your question / situation and the necessary context via email. We will then contact you regarding the following:

1. Feedback on the situation itself

2. A proposal for a response to the customer

3. A tip to avoid the situation next time

Can you teach this to my people too?

Of course! You can book a training course with us for this, or perhaps on-the-job coaching is a more suitable method for you. Contact us without obligation to develop a proposal tailored to your challenges.

And how much does such first aid cost?

Good question! You pay €175 excluding VAT per dissatisfied customer situation. Regardless of whether it is a simple or rather complex case, I promise!

Need help very, very, very urgently?

Are you facing an acute situation for which you need advice quickly (read: within the workday)? Then it is best to send me a WhatsApp message on 0495/297514 with a brief description of your problem. I will then contact you by phone to arrange further steps.

A few dissatisfied customer fun facts...

Did you know…

…. Only 1 dissatisfied customer out of XX actually complains? All the others just walk away in silence.

… customer complaints are the X biggest factor in demotivated employees?

… that you can resolve most complaints quite easily through the right combination of clear communication and a good dose of empathy?

… that it is easier to turn a dissatisfied customer into an ambassador than a 'neutral' customer?

What our satisfied customers say

With the right questions and practical communication tips from Sarah, I now feel much more confident when I have to deal with an assertive or dissatisfied customer.

Kelly – Receptionist

Even though I have already learned a lot, I still like to have the Customerry eye take a look at a project where something has gone wrong. After all, you always have the tendency to get defensive yourself.

Annelies – Promove