186 - How to Handle Disappointed Customers
A single disappointed customer can create a big impact on your business's reputation. Learn how to handle negative reviews, harness the power of negotiation strategies, and showcase your commitment to customer satisfaction.
Time Stamps
00:45 - Episode Intro
04:24 - Importance of Reputation and Referrals
06:27 - Impact of Reviews and Personal Experiences
09:01 - Handling Disappointed Customers and Negative Reviews
09:49 - Identifying Ideal and Anti-Customer Profiles
18:03 - Addressing Negative Reviews
25:51 - Addressing Disappointed Customers in General
29:21 - Understanding and Mirroring the Customer's Perspective
30:11 - Chris Voss's Negotiation Strategies
33:27 - How's Your Customer Service?
38:07 - The Impact of Disappointed Customers on Employees
41:09 - Understanding Customer Concessions
47:05 - The Importance of Clarity and Expectations in Business
Quotable Moments from the Show
"When you have a disappointed customer, it's a learning opportunity." - Khalil Benalioulhaj
"The customer is not always right. But as my father used to say, the customer is always important." - Martin Holland
"If majority of your business is coming through referrals and you have a disappointed customer that you don't handle well, that's going to impact your referrals, which is going to impact your business." - Khalil Benalioulhaj
"It's almost always unmet expectations. Did they understand reality and you really let them down, or was it misunderstanding about what they would expect?." - Martin Holland
Ready to take your contracting business to the next level? Subscribe to The Cashflow Contractor today and get instant access to the FREE Ultimate Buyer's Guide for Contractors!
Don't miss out on essential insights, tips, and strategies to boost your profits and streamline your operations. Subscribe now and download your exclusive guide to securing more clients and maximizing your earnings.
Resources
More from Khalil
More from Martin
More from The Cashflow Contractor