Anyplace Control Software Blog

Business relations with a customer or user has a lot in common with human relationships. Try to remember - have you ever made or said anything wrong? Have you ever disappointed anyone? If yes - what did you do to fix that? Bet you did something more than just apology with "I'm sorry". We are more than aware that after you follow up with the problem, found needed words and even more - did right actions you have won an apology and reached previous trust. All human beings make mistakes, but the question is how to regain trust and which repair actions to undertake. Let's consider several of them:

Ask for apology. Admit you were wrong and ask for apology. You won't lose your pride or company's face. Admit you have made a mistake and do anything you can to improve and fix the situation. Don't forget - users are human themselves. The only thing - find right words.

Take responsibility. A priori offended user does not want your excuses or rationale. User expects a result of his/her complain, your actions, whatever. Try to meet user's requirements or satisfy his/her needs. That will be the best you can do.

Act, not talk. It looks like similar to a statement above. Users prefer or even demand our actions more than words. What that action is - depends on a situation you have got. but try to talk less and act more. When you are typing an excuse letter - the problem should be either already fixed or in a process of fixing. Your action should should focus on fixing the initial mistake, problem or misunderstanding. User should see that you not only talk, but act accordingly.

Don't waist the time. Don't wait. Perform all said above sooner rather than later. It is rather appreciated that you went out of your way to make things right. You may be thinking that you aren't reading an article about Customer Service, but about interpersonal relationships.

Mistakes are inevitable. All people make mistakes and they are going to happen in your business life. Surely, nice leader should do anything possible to minimize them. But in case it occurs the thing that matters the most - how you respond after you know a mistake has been made.

If you analyze the reason of mistake - you didn't realize what you had done; you were too busy; you forgot; you thought it was not important, etc - you will find a key to success.