Great customer service underpins every successful business – without it you won’t get repeat business or those all-important recommendations, positive reviews and referrals. But keeping your customers and clients happy isn’t always that simple.
In an ideal world, they’d all be lovely and easy to do business with. But it’s not always an ideal world, and there may well come a time that you’ll encounter one that is not just unhappy but downright difficult! In these circumstances, customer love becomes more about customer management – learning how to deal with them so they don’t take advantage of you, but will still (hopefully!) walk away with a positive impression of you. And sometimes, an unhappy customer can be the best possible marketing experience you can have.
If you can make a disgruntled and dissatisfied customer happy and satisfied, you’ll give them an even more positive experience of your business, and potentially earn a bigger fan in the process. W
Hannah Martin is an award-winning advertising copywriter and qualified psychotherapist, hypnotherapist and NLP Practitioner.
Hannah is passionate about helping ambitious women fulfill their goals, and in 2013 she co-founded the Talented Ladies Club, a magazine-style website with daily advice and inspiration for working, freelance and business mums.
In 2015 Talented Ladies Club launched Kickstart, a monthly membership club designed to help mothers confidently build a business on their terms. Hannah also runs a number of online career and business courses for women (and men!) around the world.