Resolving Customer Complaints

The job is finished, you do a walk through with the customer to inspect your work. Everything meets with satisfaction, a check is cut for the final balance, everyone is happy. If only every project ended this amicably.

Unfortunately, complaints may rear their ugly heads weeks or even months after the fact. Often the issue can be resolved with a few thorny exchanges over the phone. Other times it escalates to a complaint with the Better Business Bureau, an unlucky few into downright slandering of your company on the internet or via word of mouth.

Customers are NOT always right, however what they're presently feeling is a reality, and since you're a good person it's up to you to make it right. Not to mention your reputation hangs in the balance.

These are the action steps you should take:

Listen Intently
During this part you shouldn't be speaking, except for the occassional "uhuh" or head nod to acknowledge you are listening. Let the customer tell their full story.

Thank them
You cannot resolve an issue if you do not know it exists, or if you have false assumptions about it.

Apologize
Don't use this as a way to present excuses, or justifications. You're apologizing for how the situation has made the person feel.

Seek A Solution
Ask the customer what they feel is a proper solution. If you listened and have been sincere, you may be surprised by how little they ask for. 

Reach Agreement
Make sure the solution is accomodating for both sides.

Take Quick Action
Often it is not agreeing to a solution that wins a customer over, but your eagerness to provide a solution as quickly as possible.

Follow-Up
You need to be sure that the customer is happy with the end result, otherwise all your prior actions will have been for naught.

Often the best references are the result of making a customer happy, despite
the fact that things went South on the project. If you acknowledge where you
came up short, you create an opportunity to reclaim that persons trust. Just be
sure to follow through, and that the results are accomodating for both sides.

Is this article useful to you, or a complete waste of your time? Give the author a pat on the back or a swift kick in the behind.

Buffalo Golf Outing

The VP Buffalo branch is having their annual customer appreciation golf tournament this July 17, 2008.

Register by July 6. It's $25 per golfer, however this fee is waived when you sign in to play. You're only charged the $25 if you don't show up, or if you cancel after 3PM on July 13.

Where: Chestnut Hill Country Club
           1330 Broadway, Darien NY.
When: July 17, 2008. Registration at 10 AM

RSVP Form Attached: Complete by July 6.
Contact Dave Sayles or Jennifer Reid
VP Supply Corp.
Phone: (716) 895-2800
Fax: (716) 895-2855

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