It happens. You have to apologize to a customer. Especially during the busiest of seasons, like Christmas, invariably something goes wrong. A jewelry repair is not done on time, an item is out of stock, or some other nightmare occurs. You are not alone.
In fact…this is a true story.
About 20 years ago my husband was the manager of rather a large jewelry store in a mall. Retail is always nasty this time of year with long hours and short tempers…and the employees are a little cranky too!
My husband stepped out to the front of the store to catch his breath and have a snack. While he was standing, looking into the store he noticed his assistant manager involved in an increasingly heated conversation with a customer. He began to walk quickly into the store and before he reached the drama, the assistant manager had thrown a cup of coke in the customer’s face.
I swear, this is true. Apology? How do you apologize after something like THAT?
First take responsibility for what happened. If you are the boss you are responsible, even if you didn’t do it. Whether or not the customer has a part in the drama is not the point. Next listen to what the customer has to say without interrupting. Don’t get defensive and don’t make excuses.
Finally, let the customer know that you will handle the problem and then do so. Ask the customer what they feel would make them happy and if it is possible, do it!
An added bonus is a follow-up card, apologizing and recapping the solution. When delivered with a small gift this can be very effective.
Most of all, remain professional and in control of the situation. You may very well be able to create a loyal customer out of this situation with the right attitude.
Look what we found!
The Ultimate Holiday Gift!
image:morguefile
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