How To Improve Your Brand Image When Dealing With Unhappy Customers

How your business addresses unhappy customers can have a large impact on your brand. Some businesses listen to them to develop an amicable resolution that turns complaints into deeper relationships, even when the complaint may not be justified. 

1. Act Fast

The ideal effectiveness of dealing with unhappy customers heavily relies on communicating with them at the earliest possible time. Whenever negative information circulates about your company, time is of essence. Trying to wish it away or delaying your response will only exacerbate the damage to your brand.When responding to negative commentary, remain calm and collected to avoid escalating hostilities. Identify who is providing the commentary, determine when they are likely to be available, and construct a message consistent with what they need to hear that would be the quickest avenue to satisfy them.

2. Be Proactive

It is best not to draw your umbrella only when it rains. Likewise, you should continually engage with your clients to provide them with a consistent and persistent stream of information that strengthens relationships.When nothing bad is happening with your brand, you might feel that you are bothering your clients with any communication. However, your business should continually build rapport with them to improve confidence when times are good by publishing helpful advice on a regular basis. When the need to hear from you arises, followers and loyal clients will rush first to your company’s communication channels to hear what is new and exciting. They want to experience content that is aligned with their interests and needs, which will help maintain relationships when mistakes are made.

3. Own It Up

Brands must be ready to take the good with the bad as you will face an incredible amount of confidence challenges when growing your business. There is nothing as mature and appealing as owning up to your mistakes, whether it would be a spoiled product or a misbehaved employee. When your business acknowledges and fixes these mistakes, clients view the situation as genuine.This admittance can improve the image of your brand since clients gain confidence that any mistakes will be resolved with dignity. Furthermore, this level of maturity and responsibility could help you win over disgruntled clients from your competitors.

4. Take Some Time For Yourself

After dealing with an unhappy customer, take a break from what you are doing to clear your head to ensure that the stress with dealing with an unhappy customer does not result in you making additional errors with other activities. Treat yourself to a short walk, a snack, or interact with someone that makes you laugh.

• It is critical for any response to a disatisfied customer to be perfectly timed, responsive, persistent, and consistent. The focus should be prioritized on customers who matter more, but you should consider the value of responding to customers who use your services less often as you could potentially develop a long term deeper relationship with them. A coordinated strategy will make your interactions cost effective, impactful, and could turn your critics into some of your most loyal promoters.Need help in responding to unhappy customers? Let a highly experienced business consulting agency advise you in the most effective manner in how to turn it around and establish business growth! Schedule a free business consultation today by calling us at 617-651-1457 or emailing us at hello@primemarketingexperts.com!