Handling Negative Customer Experience
Though many people are quick to say failure is not an option, it doesn’t make a lot of sense. If we never failed at anything, howwould we learn from our mistakes? Mistakes create the building blocks to success — it might be rough and bumpy, but we learn and move forward. It’s the same when you find an angry customer on your hands. You can use the opportunity to learn and make sure their next experience is better. How do you handle a mistake? First, don’t point fingers. If a customer wasn’t satisfied with their interaction with your business, own up to it. When you try to defend yourself, it creates
more issues. The customer wants the problem resolved. They don’t care about the reason you failed. Approach the problemwith an open mind and calm demeanor. Let the customer know that you are sorry for your mistake, and be empathetic. As a bonus, offer them a free coupon of some kind to entice the customer to come back to your company. It shows that you are truly sorry for what they went through. Facing negative feedback through online reviews can be tricky. It can feel as though they’ll make or break your company. This,
similar to talking to an angry customer, depends on how you handle the situation. One option is to focus on getting the review removed. If you have proof that the review is untrue, this may be possible. However, if the review is correct, addressing it as politely and calmly as you can will be the best approach. Let them know you are aware of the problem and that it’s being addressed. Everyone makes mistakes, but it’s howwe fix and learn from our mistakes that shows our true colors. Showing your customers you are able to handle mistakes will leave a far more lasting impression than the mistake ever will.
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OUR PATIENTS SAY IT BEST
“Dr. Michael Graffeo has first- class expertise in his field of oral surgery and implantology and in the personal service that he provides his patients. Over the past few years, I had an emergency extraction, dental implants, and bone grafting. My experience with Dr. Graffeo has been top-notch, not only because of the skill with which he performed each procedure,
but also because he took the time and effort to collaborate with my dentist, Dr. Kenneth Magid, DDS. Together, they worked closely to coordinate my treatment and provide me with the ultimate care and attention. For that, I will be forever grateful and will highly recommend Dr. Graffeo and his team at Westchester Oral & Maxillofacial & Implantology.” -Kim M.
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