Listening Vs Hearing Three 3 Way Street Signs 3d Illustration

We all want customers to leave with smiles on their faces like the mom at right. But when mistakes happen, how you react can make the difference between taking the angry mom on the left and winning her over or losing her business, as well as any referrals she would otherwise have given. (And let’s not even go into the amount of social media damage possible to your business’ reputation.)

Don’t make excuses or assign blame for what goes wrong. Accept responsibility and look for a way to try again. Handling service mishaps in a professional way and working to find an equitable solution goes a long way when it comes to customer retention.

Have you gotten your copy yet? RePlay’s Key Snodgress shows off her copy of Beth’s book. It’s available through TrainerTainment plus Amazon.