Today, I want to share a very important critical moment when your client really needs you. This is the one moment I find many entrepreneurs shying away from and it’s crucial to your long-term relationship and potential future referrals.
When they have a complaint/want a refund – It’s often said that how you respond to an unhappy client can make or break your reputation, especially online. This is why you will see big businesses on Yelp, or Facebook, making every effort to correct mistakes and make things right with their customers in a public way. You may also see some businesses getting a little indignant on these public forums, shaming the customer, or standing their ground. I see this as a very costly mistake. It simply doesn’t look good, no matter who is right.