Your competitor is hovering like a buzzard bird seeking a new customer and one bad experience with your customer can cause you to lose them to your competitor. This is why it's important that you guide your customer jealously because they're the reason you're in business.
Oftentimes business owners like to keep their customers at all cost but don't know how to do it, and I will be glad to explain how.
Early this year, my sister needed to have a photo session and I followed her to a nearby studio. We settled in and were waiting for our choice photographer, it wasn't our first time there, and after a while he emerged from one of the rooms. Only to inform us that they were experiencing power failure and their power generator is in a bad condition. He requested that we return the next day and we walked out and left for another studio.
After the photo shoot and selection process in the second studio, we left happily anticipating the pictures. The next day we received the pictures, and they were... Something that caused us to return to the studio fuming. We arrived in furry and exhaled our indignation, after which the studio manager offered us a seat and the other staff began to work on the mistakes in the photo. Moments later the studio manager joined us. She sorted ways to pacify us especially my sister who needed the pictures and would be using them the next day.
She started by asking a question and the question led to a conversation and the conversation led to a chat and in between which she tendered a sincere apology and the chat went on. By the time the pictures were ready, nobody was angry. We talked about the other services they provided and planned to patronize them. We left there happy with a fair chance of returning.
Remember, a studio near us had a power failure and another studio has provided the service we needed. We might never bother going back there, and they just lost a customer.
#1 As a business owner you must be ready at all times or lose your customer to your competitor.
#2 Be more concerned about fixing the problem and not blames. It's a show of irresponsibility to analyze faults and hold your customer responsible. It doesn't matter if your customer is at fault, apologize and think up possible solutions to remedy the situation.
#3 Your customer must not leave you angry. No matter how angry your customer is, always try to pacify them. People tend not to be happy when parting with their money, and it is your duty to make them comfortable while doing so.
#4 Be the convenient option for your customer. At the time we arrived in the studio it was late, but they waited. We didn't applaud them for their patience, but we noticed it. If they'd told us operations had closed for the day and asked that we return the next day, we would've been more angry, and might never return nor recommend them.
Your customer is the reason you're in business, treat them well.
© True African Woman
By Onyinyechi Ezulofor
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