Who has never experienced this embarrassing and worrying situation of a customer who is not satisfied with the service or product provided?
Or, who has never tasted the pleasure of having to respond to the disparaging comment on our website or on our Facebook page from someone who decided to use social networks to complain about our company instead of writing to us? in private or to really want to solve his problem ?
How do you survive this kind of problem? How does our business survive bad reviews? Do we survive these behaviors ourselves?
• • • • • • • • • •
Already, you must know that you must ALWAYS respond to your customers who go through social networks, your website or your email inbox. Whether in comment, private message or page note.
|| WHY ?
Imagine that you have a shop that is well established: would you ignore a customer who enters your store or who yells at your employees? Well no you're going to tell me! Well, it's the same here! All your customers, whether physical or virtual, deserve an answer.
|| DID YOU KNOW THAT...
In stores, the standard to establish a first contact with a customer is 15 seconds. YES YES! You have 15 SECONDS to say ''Hello'' to a customer and 45 seconds to establish a dialogue with him. Otherwise, he may have already lost interest in being at your house! It's something huh!
On the computer, you have a little more time anyway... We don't always see all the notifications in time and we can't be everywhere at the same time. It is still important to respond very quickly to your client, because he can lose interest very quickly! When he writes to you, he/she is ready to buy NOW, not in 3 days, not even in a week. Keep that in mind.
|| THE LITTLE UNPLEASANT
Dissatisfied customers tend to want to be heard loud and fast. Even more, in fact, than those who are happy! The happy ones may remain silent until the end of their lives, but the unpleasant-unhappy ones tend to want everyone to know.
It is therefore essential that you do not let ANY situation escalate (or rather tumble) without you realizing it. As soon as you receive a rating on your page, whether good or bad, check to see if that person has purchased for your business before and what product or service they got or used. You can even put automated messages on Facebook that will speak directly to each person who leaves a note on your business page.
If a comment is negative, take the time to breathe.
YES , especially if the comment is very bad. After taking a deep breath of fresh air, go back to read the comment and analyze it:
Now take the time to breathe. YES again AHAHA
When you receive a derogatory or simply negative comment, you should take a lot of time (but not too much) to analyze what the person meant and not how they wrote it . We also have to breathe a lot because we sometimes tend to make things worse if we respond too quickly and especially if we respond on the spur of the moment.
Then, you should know that there is no distinction to be made between a comment that is made to us in private or that is made directly on our Facebook page .
In all cases, the watchword is TO RESPOND TO IT . Intelligently, of course, but answering them is fundamentally important. Ignoring could only make the situation worse.
|| FINALLY, THE CUSTOMER IS ALWAYS '' RIGHT ''
In fact, the customer is often wrong. We know it well. Here, I put '' right '' in quotation marks since we know very well that he is not always right, but that he must always BELIEVE that he is right.
When I was in CEGEP , I studied Schopenhauer's philosophy and I, by the same token, studied his book " The Art of Being Always Right ". Honestly, this book has greatly helped me improve my sense of argumentation and my sense of repartee. This book was written by what you might call an " old criss " so sometimes you have to read between the lines what he meant and I hope you get the gist of the message.
In this book, he explains a multitude of sometimes a bit crazy schemes, which I will list here so that it can help you survive an unpleasant customer. You should know that his mission is rather to destroy the arguments of an " opponent " but our goal for us, as an entrepreneur, is rather to make the client believe that he is right, by trying to make believe that his opinion was ours, without telling him that it was ours and that he was wrong initially:
2. Homonymy: manipulating the meaning of your opponent's words. ;
3. Generalization: generalizing a particular argument and then attacking that idea;
4. Parsimony: hide your conclusions until the end;
5. Using your opponent's beliefs against him;
6. Misrepresentation of your opponent's words or what he seeks to prove;
7. The excessive questioning of your adversary, making it possible to destabilize him;
8. Making your opponent angry (an angry person is less able to use judgment) ;
9. Manipulation of your opponent's answers, to reach different or even opposing conclusions;
10. Declare victory even when your arguments are defeated. * NO, it doesn't ahaha ;
11. At the end of the debate, summarize your conclusions by stating them as established facts;
12. Using metaphors that are favorable to you;
13. Using an absurd counter-proposal to your opponent's argument and equating it with his argument;
14. Try to bluff your opponent, advancing your conclusions even if he refuses your premises. If your opponent is shy or stupid, and you have a lot of cockiness and a good voice, the technique may work;
15. Evade a proposition too difficult to prove;
16. Pointing out so-called paradoxes or contradictions in your opponent's thinking;
17. Ambiguise everything your opponent says. For example, if he speaks of God, speak of “religion”;
18. The denial of defeat. If your opponent's argument is successful, don't let him conclude;
19. Generalize. If your adversary points to a weakness in your arguments, speak of the reliability of human knowledge, for example, or in any case of an indisputable point;
20. Trap your opponent by making him admit your conclusions if he recognizes a single one of your arguments;
21. Responding to a lie with a lie *A really bad idea here * ;
22. Question everything your opponent says;
23. Hearing and exaggerating what your opponent is saying;
24. Use syllogisms (rigorous deductive reasoning) ;
25. Countering your opponent's generalizations;
26. Turning your opponent's arguments against himself;
27. If your opponent is angry, exacerbate it;
28. Silence the adversary. When the audience is composed of lay people on the subject under discussion, ask them for an explanation on a long and technical subject, in order to make it seem complicated and boring in the eyes of the public *bof ! * ;
29. Denial. If you see you are beaten, create a diversion: start another topic;
30. Use arguments of authority;
31. Feign incompetence, if you cannot answer your opponent's arguments, state that your opponent believes he is more competent than everyone else;
32. Excessive: associating your opponent's argument with an odious category, for example obscurantism or fascism;
33. Dissociate theory and practice. Refute the applicability of your opponent's arguments and refer them to theoretical chimeras;
34. Assuming your opponent's incompetence by posting a question and not letting him answer;
35. Casting suspicion on your adversary by attributing unavowable motives to him;
36. Dragging arguments on personal ground and becoming rude, even insulting.
Obviously, some of the advice here is obsolete when you think that it was written in the year 1800 hahaha but, admit that by reading these lines, you have recognized people around you who argue in this way !
Ultimately, I think there is no way to survive an unhappy customer by letting them "do it" . Social networks are far too strong today not to stop someone who wants to destroy our business or our reputation, thinking that it will "pass". So as soon as we notice or read something negative about our business, if we couldn't foresee it before, we make sure to close the file and make that person upset in person. satisfied !
Source 1: https://la-philosophie.com/art-avoir-toujours-raison-schopenhauer