Don’t minimize your mistakes. Whatever you did wrong… no matter how insignificant it seems to you… it may have made a big impact on your customer.
I recently had an encounter with a business that made a MASSIVE mistake. But they insisted on calling it an “inconvenience.” To me, the mistake was no mere inconvenience. It bothers me to this day. And hearing it referred to as a trifling incident of no major consequence made me want to walk out of this company’s life for good.
So instead of being annoyed that your customer is upset, and instead of minimizing the importance of his feelings, really listen to him. Understand what he is telling you. And do whatever you can to make things right.
[Ed. Note: No company is perfect. But if you own up to your mistakes, you can keep your valued customers - and keep them happy. Of course, customer service isn't the only thing you need to think about when you're in business. Get everything you need to start and grow an Internet business - including plenty of advice from proven business builders - right here.]
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Old saying from Mom and Grandma “Engage mind before inserting foot.” Or from the middle daughter “How can we correct this.”
The old man does listen to the girls on occation.