Whether you want them to or not, your clients talk about your business – to their friends and family, in community groups, and on social media. But are they saying good things?
Happy clients are your best advocates but unhappy clients can damage your hard-earned reputation in an instant, and cause you to lose prospective clients before you’ve even talked to them. So how do you turn unhappy clients into happy ones and protect your reputation?
This shows you are there to understand their situation and willing to help. Most clients will appreciate your commitment to addressing concerns and providing exceptional service.
Take the time to listen to the client and discuss with your team members if appropriate, so you can understand their perspectives.
Ideally, try finding a solution that works for your business and makes the client happy. Aim to show that your clinic is genuinely committed to the well-being of their furry companions - especially when things go wrong.
Also take the time to appreciate and respond to positive feedback if you can! This builds loyalty with your customers for the future. Even better, share great feedback with your team and drive engagement across your business.
The best way to respond to customer feedback is to keep it simple; just be friendly and honest. No business is perfect but customers appreciate when you take time to acknowledge their feedback. Customer-centric businesses grow revenue 1.4x faster than their competitors – so consider this your unfair advantage! Listen to your customers’ experiences and show you care. You’ll transform them into loyal, lifelong fans and advocates.