Say What?

Business 101

Mistakes and mad customers happen occasionally. But how you deal with the problem means the difference between a lost customer or one who forgives and buys from you again.

Customer service expert Laurie Brown has six tips to deal with an angry customer.

Step 1: A warm and genuine greeting – even though it may not be well received.

Step 2: Acknowledge the problem. "You seem to be upset. What can I do to help you?"

Step 3: Let the customer have his/her say. Don't try to solve the problem until you have actually listened to everything the customer needs to say.

Step 4: Empathetic apology. It isn't sufficient to mumble the word "sorry" and expect it to have a positive effect. Your apology needs to show your customer that YOU understand.

Step 5: Take ownership. You want the customer to understand that you are the person who will fix their problem. Ask the customer what you can do to "make it right." Often people are afraid to ask their customer this question. They don't want to become obligated to meet an unrealistic demand. You needn't be afraid of their answer, because simply asking does not obligate you.

Step 6: Fix the problem immediately. And if you can't fix it immediately, show the customer that you are making a sincere effort to resolve the problem.
 

Sundrops

It’s fun when a plant that you put in the garden for one purpose surprises you with a second little surprise moment. It could be the brilliant red stem-tips on a mound of Sundrops. Perhaps the bizarre pink seedpods on a Magnolia bush, or hoarfrost on the dead tops of a Zebra Grass.

— John Valleau, Heritage Perennials
www.perennials.com
 

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Parting Shot

One of the Morton Arboretum’s many lovely mixed containers.

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