Earlier today on national radio a Toyota owner was asked if he would buy a Pruis again. His answer… “Let’s see how they handle these recalls first”.
Whoever said that every cloud has a silver ling was bang on. These recalls, whilst undoubtedly regrettable, now present Toyata with a terrific opportunity to show their mettle, and strengthen and deepen their relationships with their customers.
How do you handle customers with complaints in your business? Do you and all of your staff handle them the same way? Have you got a consistent approach you all follow?
Here’s one companies approach….
1. Be sympathetic. Treat them as you would your best friend.
2. Listen very carefully.
3. Don’t get defensive.
4. Put yourself in their shoes.
5. Acknowledge their feelings.
6. Ask what they would like you to do.
7. Say what you can do, and can’t.
8. Do it.
9. Continue to own the problem until they own the solution.
10. Go back afterwards, review the outcome and check they are happy.
This process is not definitive. It’s so much better that you develop your own consistent approach. One for the agenda for your next team meeting, perhaps?
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