Mazuma is now Vyde

We’ll get right to it. Whether you’ve been a small business owner for sometime or you’re fairly new – customer problems are the norm. We’d like to say that once you get into the groove and have worked out the kinks of your business or new venture, customer issues went away, but it just isn’t true. Studies show that 59% of customers have experienced problems in the past six months. But that number isn’t what should be concerning – the fact that most organization’s resolution processes are seriously missing the mark should be.

So how do you go about vetting your current customer problem resolution process? And how do you make changes to improve? Here’s what we’ve found.

Problems Aren’t Just Problems…

Changing perspective is probably the best way to change resolution processes outcome. We’re not just talking about spinning a story or agreeing that the customer is always right – we’re talking about seeing the real problem as something more than just a problem.  With today’s technology, an unhappy customer can easily take their unsatisfying experience to the internet, making it known to the masses. Although something like this can be damaging to your bottom line and ultimately your brand, it doesn’t have to be. As the boss or owner, you can see this as a chance to show your authenticity and willingness to make things right – you’re simply changing your perspective on the situation and with that comes a change in attitude. Instead of feeling frustrated when you approach the problem and the unhappy customer that goes with it, you go into the situation with the upper hand – you know there’s an issue and you’re looking to find a win for everyone involved. This approach makes you the effective leader rather than low man on the totem pole that gets all the dirty work.

You might also be surprised that your new perspective easily rubs off on others.

How to Make a Negative a Positive

Once you’ve changed your perspective, you’re ready to face the problem head on. The very same study that said over half of a customer base would have a problem over a 6 month time span also shows that customers who are engaged in the resolution process are a lot happier than if they’re not included. In fact, 73% of customers repurchase after a problem resolution experience with only 13% remain dissatisfied. So how do you help the customer be a part of the process? We’ve made a short list with a few tried-and-true ideas:

Now It’s Time to Change The Story

As far as the customer is concerned, the story ends with their happy ending – but for you, it’s the key piece to what happens next. Take a look at the different complaints you’ve been resolving. Are there similarities between them? Can you pinpoint where the problem actually lies? If so, it’s time to get to work and see if you can’t change your story so that the issues don’t occur again.

Although the best case scenario would be to eliminate the problem entirely, it’s not always possible. If that’s the case, look for ways that you can combat the problem at hand so you can at least cut down the number of poor consumer experiences you’re compiling. Not only will this help boost consumer perception, but it will build your employee morale because they’re effecting serious change. You might find that new products or services can help combat the issues that are happening and you don’t have to come up with all the answers yourself- encourage employees to help brainstorm solutions so that everyone is apart of satisfying the customer.

So what problems are you experiencing and how are you turning them into opportunities?

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