What to do in the face of a bad experience with a client?

We have all had difficult experiences as consumers, because brands just like people... We are wrong!

What to do in the face of a bad experience with a client? Remember the ERRRE method (it was the way I memorized them and I share it with you in case it can help you).

1. Listen

Do not let your client leave your business or spend a lot of time without resolving their discomfort. However, it is possible that we do not realize the bad experience of a particular client, which is why it is very important to have channels that allow them to complain to you first, rather than to their friends. Look for alternatives that allow you to monitor experiences (Surveys, Networks, Feedbacks on your website, contact via Whatsapp or E-mail, etc.)

2. Acknowledge

Acknowledging the mistake and asking for excuses is important when we are wrong. Do not worry at that moment about finding "the culprit". Focus on sincerely and honestly apologizing, as the customer will feel better if you do.

3. Repair

Finding an option to make up for the mistake is an important part of the process, as it shows your client that you care and care about what happened. It may help you to have a list of possible ways to remedy an error. A brainstorming session can serve as a starting point.

4. Review

By permanently listening to your customers, you will be able to identify if errors are recurrent, which will allow you to find opportunities for improvement in processes, training, and communication.

A client highly values ​​the honesty of brands and their ability to accept mistakes. You may even be surprised by their ability to forgive you and feel even more empathy than before the bad moment with your product or service.

I want to finish where I started: No one is free from making mistakes, which is why it is advisable to work on detecting failures, through the voice of your customers, in order to correct and, above all, prevent.