✍️ COMMENT BELOW: What was the worst time you had to apologize to a customer and what specifically happened? 🍿 Thanks for watching! I appreciate you for stopping by. 🎥 Watch next: my playlist on customer success strategy - th-cam.com/play/PLUladymTCyLZmXqsEpi4esP0XVrTmANni.html // Timestamps // 0:00 - Introduction to How to Apologize to Customers When You Mess Up 1:23 - Step 1: Own up to your... 3:19 - Step 2: Make sure that you are... 4:30 - Step 3: Discuss alternative plans... 6:18 - Step 4: Execute the next steps that... 6:51 - Step 5: Follow up and ensure... 8:26 - Big takeaways
The active listening tip is so KEY! It is a simple concept but it is really hard for people to do it naturally. I like your tips about reassuring clients that you hear them and that you completely understand their frustrations.
Apologies are very rare these days. But it’s one of the greatest weapon for retaining customer loyalty. Thanks for sharing that great content Will.🙏🏾😀👍
Whoa, those time stamp animations were awesome! It can hurt a lot of people to put their pride aside but at the end of the day, you have to apologize because one mad customer can undo the benefits that 10 good customers brought. Not sure the worst time I had to do this, I think for me, I like to move on and very solution driven rather than focusing on problem so I don't really remember any specific time
Mistakes happen! We are human after all. Being responsive, timely, and professional are essential. Sometimes, the longer you wait, the more that mistake can be more costly and can snowball. Most of the time, if it's a small issue or an issue out of your control, they will be understanding. But you do mention some great tips and steps to ensure that they are satisfied and happy. Thanks for sharing!
✍️ COMMENT BELOW: What was the worst time you had to apologize to a customer and what specifically happened?
🍿 Thanks for watching! I appreciate you for stopping by.
🎥 Watch next: my playlist on customer success strategy - th-cam.com/play/PLUladymTCyLZmXqsEpi4esP0XVrTmANni.html
// Timestamps //
0:00 - Introduction to How to Apologize to Customers When You Mess Up
1:23 - Step 1: Own up to your...
3:19 - Step 2: Make sure that you are...
4:30 - Step 3: Discuss alternative plans...
6:18 - Step 4: Execute the next steps that...
6:51 - Step 5: Follow up and ensure...
8:26 - Big takeaways
I really love the super-focus on owning the problem here. Way better solution than just pretending like nothing is wrong.
Definitely! Own up to it; customers are generally forgiving to those who own up to things fast and work to make amends.
The active listening tip is so KEY! It is a simple concept but it is really hard for people to do it naturally. I like your tips about reassuring clients that you hear them and that you completely understand their frustrations.
Thanks, Scott. Simple concepts typically happen to be the most important ones :) Funny how it works out that way.
I like how you always put the customer and their needs first, very respectable! Great video Will :)
Thanks, Carlos! Hope you are well.
Apologies are very rare these days. But it’s one of the greatest weapon for retaining customer loyalty. Thanks for sharing that great content Will.🙏🏾😀👍
It's always helpful to have just one more thing for the "arsenal" when it comes to doing your customers right!
Whoa, those time stamp animations were awesome! It can hurt a lot of people to put their pride aside but at the end of the day, you have to apologize because one mad customer can undo the benefits that 10 good customers brought. Not sure the worst time I had to do this, I think for me, I like to move on and very solution driven rather than focusing on problem so I don't really remember any specific time
Staying solutions oriented is the name of the game! Thanks for sharing.
Mistakes happen! We are human after all. Being responsive, timely, and professional are essential. Sometimes, the longer you wait, the more that mistake can be more costly and can snowball. Most of the time, if it's a small issue or an issue out of your control, they will be understanding. But you do mention some great tips and steps to ensure that they are satisfied and happy. Thanks for sharing!
Yes - owning up earlier than later is definitely a key to this working and moving on.
very imformative
Thanks for the feedback!
Customers love when you apologize to them. It will keep them coming back!
Cerebral Life - Wisdom & Wealth I wouldn’t go as far as love but appreciate yes! Hopefully you don’t need to apologize to them too often.
Oh I'm dreading the day when this will happen. It's not a matter of if. It's a when. We all mess up from time to time.
Taking the appropriate actions to fix it is key!