How to Respond to Angry Customers When You’ve Made a Mistake
Mistakes happen. When you make a mistake with your commercial embroidery or monogramming business, it can be tempting to sweep the problem under the rug and never think about it again. Bad idea! Instead, it’s best to confront any issues head-on and learn from your mistakes, and your customers will thank you for it! Here’s what to do when you make a mistake.
First, decide how you’re going to fix the problem.
Before you face the customer, it’s a good idea to come up with a game plan. This will keep you from potentially making things worse by being reactive rather than proactive about the issue. Be ready with at least one or more solutions to offer the customer, such as a replacement or a discount on future orders.
Next, talk to the customer.
Let them know what’s going on, and offer them options for how to make things right. Apologize, be sincere, and avoid getting defensive.
Figure out what went wrong.
Was the problem caused by a random mistake, or was it an indicator of potential problems with the way your embroidery business operates? This could be anything, including poor quality materials, a broken embroidery machine, or even a need to develop new ways you handle certain stages of an order. You can remedy some of these issues by investing in high quality embroidery supplies like the products we offer online here at The Embroidery Store.
Finally, learn from your mistakes.
Problems are inevitable with any business, and your embroidery business is no different. What’s important is that you use every mistake as a learning opportunity that allows you to adapt and improve your business. Brainstorm ways to prevent an issue from happening again, and try implementing those changes into your business model. You may have to try different solutions to see what works for you.
- Don’t put off addressing the problem! Dealing with issues quickly will minimize the impact.
- Communication is key when it comes to dealing with customers. Make your intentions clear when you contact them.
- Customers may get angry when something goes wrong with their order, but it’s up to you to remain professional no matter what. Losing a customer isn’t fun, but losing your reputation could have long-term effects on your business.