When talking about business there isn't such a thing as never being wrong. Often there are things that happen beyond our control, and regardless of if it is something that we caused or could have stopped - a simple apology could save your business relationship.
Just like all things in life there is a right way and a bad way to handle things. Coping with a disgruntle client is an extremely fragile situation and must be handled in the proper demeanour. Specialist Tim Beachum, CEO of 4th Generation Communications based in Virginia Beach, Virginia announces a quick and effective apology will strengthen relationships as well as increase trust with annoyed clients. He has shared a few tips that would serve all business owners.
Give A Rapid Apology
Don't get caught with the smoking gun. Once a negative situation has erupted it's better to deal with it as fast as possible. By avoiding engaging the customer it appears to the customer that you and your organisation have no desire to own up to the difficulty.
Rules Of Engagement
Whenever possible meet the customer in real life. Face to face has and always will be the most effective way to engage the client when it comes down to important matters. However since we are now in the digital age it is not invariably possible to engage the client face to face. Your next best possibility is to contact the customer by phone. Whatever you do never try to answer the problem thru e-mail. That is a horrible concept and is so impersonal. The one time that you need to use email is to follow up once you have already expressed your apologies to the customer.
Look Before You Leap
Before you engage the customer do your research and make sure that you have all the data before contacting the client. If at all possible you can resolve the issue in a timely fashion by all possible means do so. If not contact the customer with plans to correct the issue, and a honest apology.
I am Sorry VS I Apologize
From the outside looking in the two words seem to be the same. However having a look at them from a psychological viewpoint they have two subtle different meanings. I am sorry only acknowledges your feelings about the matter at hand e.g. You wish it might have never happened. However the words I apologize obviously illustrates that you not only regret the situation that you take full accountability for what has occurred.
Just like all things in life there is a right way and a bad way to handle things. Coping with a disgruntle client is an extremely fragile situation and must be handled in the proper demeanour. Specialist Tim Beachum, CEO of 4th Generation Communications based in Virginia Beach, Virginia announces a quick and effective apology will strengthen relationships as well as increase trust with annoyed clients. He has shared a few tips that would serve all business owners.
Give A Rapid Apology
Don't get caught with the smoking gun. Once a negative situation has erupted it's better to deal with it as fast as possible. By avoiding engaging the customer it appears to the customer that you and your organisation have no desire to own up to the difficulty.
Rules Of Engagement
Whenever possible meet the customer in real life. Face to face has and always will be the most effective way to engage the client when it comes down to important matters. However since we are now in the digital age it is not invariably possible to engage the client face to face. Your next best possibility is to contact the customer by phone. Whatever you do never try to answer the problem thru e-mail. That is a horrible concept and is so impersonal. The one time that you need to use email is to follow up once you have already expressed your apologies to the customer.
Look Before You Leap
Before you engage the customer do your research and make sure that you have all the data before contacting the client. If at all possible you can resolve the issue in a timely fashion by all possible means do so. If not contact the customer with plans to correct the issue, and a honest apology.
I am Sorry VS I Apologize
From the outside looking in the two words seem to be the same. However having a look at them from a psychological viewpoint they have two subtle different meanings. I am sorry only acknowledges your feelings about the matter at hand e.g. You wish it might have never happened. However the words I apologize obviously illustrates that you not only regret the situation that you take full accountability for what has occurred.
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For more in-depth information on the power of an apology in business visit 4th Generation Communication the company renowned for local expert SEO services.
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