Have you ever heard the saying: “Poor planning on your part does not imply an emergency on my part”?
But don’t worry, we’ve got you covered. In this articWell, let’s just say Bob Carter, the man who said it, was clearly not in the customer service business.
When we talk about dealing with clients, poor planning on their part can quickly turn into an emergency on your part.
And believe me, there’s nothing nice about an emergency with a client.
le, we’ll show you some examples of why a customer’s bad planning IS your emergency.
So sit back, have a coffee, and get ready to learn how to handle annoying last-minute customer requests like a pro.
- Customer disappointed for buying something wrong? Learn how to turn their experience into a positive one
- The key to success: Adapt communication to your client
- Improve your customers’ satisfaction with communication tailored to their learning style
- Budget errors: When customers underestimate costs
Customer disappointed for buying something wrong? Learn how to turn their experience into a positive one
Have you ever had a customer reach into their pocket too quickly and buy something without really understanding what they were getting into?
Maybe they thought they were buying the latest model car, but it turns out they actually bought a unicycle.
Well, maybe it’s not such an extreme case, but you know what I’m talking about.
Now they’re disappointed and angry, and they probably take it out on you and your product.
It’s not their fault they didn’t dig out enough information, is it? No, you are to blame.
But fear not, my friend. There’s a way to turn that frown upside down.
First, you need to be actively involved in solving the problem. And no, we don’t mean rolling up a newspaper and slapping them on the face (although it can be tempting) so they don’t do it again.
Maybe you have exactly what they need, but they don’t have the right subscription to access it. Or maybe you have a partner who can offer the missing service, integration, or customization to close the gap.
In any case, you have to help them see the light and make sure they don’t leave with a bad taste in their mouth.
Of course, they may eventually opt for another product or service, but that doesn’t mean their experience with you can’t be positive.
Who knows, they might even become advocates for your brand and recommend you to other people.
So, the next time a customer buys something without understanding it, don’t panic.
Take an active part in solving the problem and make sure they leave with a smile on their face.
The key to success: Adapt communication to your client
Have you ever had a customer who didn’t take advantage of updates and now has a lot of technical issues?
You may have warned them several times and through several means, but they didn’t understand the message.
They were still using the outdated version of their product while you had moved on to the next big update.
Don’t be afraid because not everything is lost. It’s time for you to roll up your sleeves and help them!
After all, if your client did not understand what you warned him about or did not act accordingly, that is still your communication problem.
And let’s face it, sometimes you have to be like a scratched record to reach people.
If you help them catch up, you can make sure that this interruption is simply a setback in the service, and not an opportunity for your customer to run out of your services for a few days and take the chance to take a look at your competitors. Nobody wants that, right?
So, the next time you have to deal with a customer who crossed the line with the update, don’t fall into despair.
Help them get back on track and minimize downtime and wasted resources.
It’s about keeping them happy and making sure they keep using your product or service.
Improve your customers’ satisfaction with communication tailored to their learning style
In today’s world, communication is key. And when it comes to instructing your customers, it’s no exception.
Despite providing clear documentation and countless blog posts about your service, there is always some dumb client who seems unable to read/decrypt the instructions.
And, unfortunately, that can make everything fall apart.
Tasks that fail, problems that are not communicated, and queries that are overlooked.
It’s a nightmare for both you and your functional illiterate client.
But this problem has a solution. Just as each person has a unique personality, each client has a unique way of learning.
It’s up to you to find the communication method that works best for them, whether it’s through text, images, videos, or hands-on training.
If you adapt your communication methods to your customer’s preferred style, you will not only have a more engaged customer, but also a happier one who will no longer be stressed about having systems down or wasting money.
So go ahead, communicate with your whole heart and prevent those instructions from falling into disrepair.
Budget errors: When customers underestimate costs
“Here comes the wet blanket of exorbitant budgets.”
It is especially serious when the customer has not foreseen the costs of additional functions or users.
Maybe you thought you just needed a basic service, but your team expands and suddenly you have to pay for more users than you expected. And those costs multiply faster than a gremlin when you throw him into the municipal pool.
Or they may, I don’t know, not realize that the extra features cost more, and now they’re having a hard time. And not to mention when a specific function is used to the point of overflowing the established budget…
Handling a customer’s complaint about pricing can be a decisive situation. But if you want to retain your customers, you have to address their budget issues head-on.
Flexibility is key.
Can you offer them a more suitable plan or find ways to reduce costs without compromising service?
Remember that a good customer relationship means being prepared to deal with your emergencies, even if it means helping them cope with their own bad planning.
Because, after all, we are all humans trying to cross budget minefields together.
All in all, planning is essential, but even the best laid plans can get twisted.
Your customers may encounter unforeseen problems and have to modify their plans.
It is crucial to cover their backs in these situations.
When you show them that you are willing to solve problems with them, it will build trust and loyalty that can last a lifetime.
Remember that emergencies do happen, but if you can make your customers feel like their emergencies are your emergencies, you’ll create engaged and grateful customers who will likely stick around.
So, be prepared for the unexpected and stay alert to pivot when your customers need it.
Pandora FMS’s editorial team is made up of a group of writers and IT professionals with one thing in common: their passion for computer system monitoring. Pandora FMS’s editorial team is made up of a group of writers and IT professionals with one thing in common: their passion for computer system monitoring.