August 10, 2009

Have You Made any Mistakes In Business?

If you are running a small business, and you have made a mistake, you'll find that the thought that you would never have made this mistake if you had been a larger business will definitely occur to you. While there are certainly things which are easier for a larger business to handle, and there are problems that you will have as a small marketer that a larger business will never need to deal with, you'll find that as a small business, you have a better chance of recovering from your mistakes and then keeping the customers afterward. Take a look below for some important things to keep in mind when you know that you've made an error.

1. Own up!

Nothing looks worse or more unprofessional than trying to cover up a mistake, unless its doing so badly. If you have made a mistake and a customer is involved, before they find out about it, let them know. Let them know what has happened, and if they are curious, let them know why it happened. You'll find that the sooner that you tell them, the more understanding that they will be. This is significantly better than trying to hide it from them and having it come out later down the line.

2. Fix it

This one is obvious, but bear with us here. A large business will likely just give customers a refund and consider the matter forgotten. As a small business, this is not how you want to handle things. the personal touch is something small businesses excel in, and unlike the larger companies, you can't afford to lose a customer. Treat your customers as the important people they are. Try to make things right and replace the product, or as close to as is practicable. They will appreciate this, and remember making a personal call to them will go a long way.

3. Give them options

When something goes wrong, a client can feel very helpless when things are taken out of their hands. One way that you can help them feel a little bit better is by offering them a little bit of agency. Ask them about timeframes and what they want and what you can deliver. Ask them about their preferences and make sure that you incorporate this into your solution. You'll find that the more in control they feel, the better disposed they will be to you.

4. Go above and beyond

Acknowledge that the problem has cost your customer, either in money or time. Offer a gift or a coupon for their next purchase after the problem has been remedied. It is important to leave your customer with a good impression of you, even if they have had a problem with your product or service. Handling these situations properly can even enhance your reputation for customer service.

When a mistake is made, as they sometimes will be, your status as a small business can enable to make the most of a less than ideal situation. Use this flexibility you have to make sure your customer knows how important they are to you, and how useful your company can be to them.