Seeing opportunity in the negative

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No matter how on top of things you are, bad customer experiences will happen.

And when they do, the most important thing is not what caused the problem, but how you solve it.

Look at it as an opportunity.

Let me give you an example. At The Magic Estate, we sell products for magicians. Recently we received an email from a customer who was… unhappy… with a recent purchase.

Now, this product had a lot of great feedback from other customers, so it would have been easy to just write him as off impossible to please. We didn’t do that, though.

Instead, we sent him an email explaining that we were sorry to hear he didn’t like the product, and we didn’t want him to be stuck with a product he hated. So, we told him to pick out whatever he wanted from the website, and we would mail it to him.

That level of customer service is rare enough that he was shocked by the offer. For me, the cost in dollars for this action absolutely paled in comparison to the value of gaining a potential lifelong fan.

And what turned the experience around for him wasn’t really that we were offering a free product to make up for the one he didn’t like. It was the fact that we took the time to show that we cared how he felt.

Hands down, the best way to turn a negative customer experience into a positive one is to show that you care.

"Start to look at the negative parts of an experience as an opportunity to create an even more loyal customer"