No business has a 100% track record when it comes to customer satisfaction. Indeed, no matter how hard you try to go the extra mile for certain people, they’ll manage to be disappointed for some reason. However, that doesn’t mean you should give up on winning back former clientele altogether. Rather, there are several techniques you can use to convert frustrated consumers back into loyal patrons. To that end, here are four ideas to help you get started:
Respond to Feedback
The first method for winning back former customers is to respond to negative reviews, feedback, and surveys. Rather than sending out automated messages, take the time out to craft a personalized message that addresses the issue in a professional, polite manner. Note, never be confrontational or combative in your responses. Even if a customer is being unreasonable, aggressive, or abusive, resist the urge to resort to uncivil dialogue.
Offer Something for Nothing
Occasionally, customers may have a legitimate gripe with your business. Perhaps there was a mistake in shipping a package, or an error in charging their credit card. Regardless of the misstep, it’s important to 1) correct it (obviously) and 2) offer them something for their trouble. Even a token gift like a $5 coupon can go a long way toward reclaiming customer loyalty.
Make a Statement
Rebranding is a big undertaking for any business. Yet, if a company’s reputation has taken a severe hit, it may be time to go back to the drawing board with your product implementation and customer-service tactics. Should you choose to go this route, consider releasing a public statement explaining why you’re changing and what you hope to do better in the future. What’s more, don’t be afraid to be frank in this regard. Your (ex)customers need to know you care before they’ll patronize you again. Consider, for inspiration, how Domino’s successfully recovered from near calamity a few years ago with a contrite and earnest ad campaign.
Change for the Better
It may sound obvious, but perhaps the most substantial step you can take toward winning back consumer trust is to change your operation for the better. Making smart hires, purchasing tech upgrades, partnering with local charities, reworking your business model –– any and all of these alterations could help your company get back on the right track.
At the end of the day, it doesn’t matter if you’re looking for ways to upgrade a POS system for pharmacy or implement a new customer rewards system –– simply making the effort to enhance your business practices is the most important thing you can do. Change what you can for the better and your customer base will be sure to respond to it soon enough!
