SAY THIS!

NOT THAT!

6 Ways to Respond to Tricky Customer Comments

We've all had a customer say something that catches us off guard. This cheat sheet with help you avoid saying the wrong thing at the wrong time!

Customer: “I can’t get to the bank today. Can I pay you next week?”

DON'T SAY: "I guess that's OK."

 

INSTEAD, SAY THIS: "No need to head to the bank. I can save us both time by texting your invoice, and you can pay from your phone instead."

Customer: “That price seems a little high for just walking my dog.”

DON'T SAY: "I can give you a discount, just don't tell my other customers."

 

INSTEAD, SAY THIS: "Prices are based on experience and the TLC we give your pet while they're in our care."

Customer: “This company did me wrong! One star!”

DON'T SAY: "I think you're exaggerating the experience you had."

 

INSTEAD, SAY THIS: "We hate that we missed the mark. Let's connect so we can make things right."

Customer: “I know you're a plumber, but can you remodel my bathroom?”

DON'T SAY: "I've never done that before. I can YouTube it if you want."

 

INSTEAD, SAY THIS: "Let me refer you to a business that would be perfect for that job."

Customer: “Oops, I didn't realize my appointment was today.”

DON'T SAY: "Sorry, we forgot to call you."

 

INSTEAD, SAY THIS: "Let's update your phone number in our system so you can receive appointment reminders by text message or email."

Customer: “Why is it so hard to reach someone from your company?”

DON'T SAY: "Sorry, we're only available from 9 to 5."

 

INSTEAD, SAY THIS: "We're sorry. Did you know you can book an appointment on our website whenever it's convenient for you? Even if it's after hours."

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