Friday, April 28, 2023


Lemons or Lemonades

A service business or in fact any business is many things. As the saying goes, “it’s a blessing and a curse”; put differently it’s Lemons or Lemonade. Running a business is a tough and demanding job. Do we achieve the desired results every time? Unfortunately the answer is NO! Is the customer always correct in assessing our work or finished product? Probably NOT!

However, when dealing with an unhappy customer, acting quickly is imperative. This affords us the opportunity to turn the Lemons into Lemonade. It is estimated that the majority of unhappy customers will do business with your Company again, if the issue is resolved in an efficient, timely and satisfactory manner.

With that in mind here are a few tips:

  • Be attentive and listen! Let the customer explain to you in their own words the issue.
  • Do not display anger, dismay or disgust. Be calm and at ease. Display a “let’s solve this problem” demeanor. Express concern and empathy for the problem.
  • Reassure your customer, let them know you intend to resolve the problem. Discuss with them the steps you intend to take.
  • If the situation cannot be resolved immediately then offer a time line as to its resolution.
  • Follow up! Be sure the problem was solved.

Presuming it was, sit back and enjoy your glass of Lemonade 😎.

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The Bane-Clene® Team.

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