Sometimes, meeting a customer’s expectation is simply impossible.
Things may not work out as planned!
But a distressed customer doesn’t care about that.
They don’t care whether you’ve spent sleepless nights getting their clothes ready. They don’t know about the irrelevant mistake that made you start all over again. Or whether you have been putting all you’ve got into delivering a masterpiece.
What they care about is their contract with you; whether that is in the specification they gave you, the design they want to be delivered, or the deadlines you both agreed on.
These kinds of situations can be messy and demoralizing, but not only that
It can also determine whether or not the customer will buy from you again.
Guess what, the eventual outcome depends on how you handle this situation.
The best outcome you can strive for is not only to pacify the customer but also to make them become loyal to your business and buy from you again and again.
… and yes, it is possible by applying the following tips
1. Acknowledge the situation: You want to admit to yourself first that things went wrong and you could have done better to satisfy the customer. This way you are able to take ownership and determine the best way to engage with the customer.
2. Engage the customer: You want to pacify them by apologising for the inconvenience and admitting complete ownership. You want to communicate the situation as early as possible and upfront. Be sure to share important details about the problem and the measures you are taking to rectify it.
3. Show that you care: You want to empathise with them; perhaps let them know that you are aware of their needs for the cloth; whether that’s when they’d be using it or what they are using it for.
4. Offer a solution and invite the customer to suggest other solutions or provide feedback on the solutions you offer. For example; if you are already running late for a customer delivery and the despatch rider is having trouble navigating their address, it may be efficient to inquire from the customers for alternative routes to the delivery location. You may also offer to compensate for the situation through a discount or bonus.
5. Reflect on the situation: After you have engaged the customer and agreed on the best way to resolve the situation; you want to reflect on the outcome of the situation. You want to identify the things you can do to manage the situation differently or avoid a reoccurrence.
Your ability to manage customer expectations during difficult circumstances through care and a positive attitude will not only ensure you stand out from the competition but also earn you long-term customers as evangelists.
When fashion designers and entrepreneurs put customers first and provide excellent customer service, they can retain disgruntled customers and grow their businesses.