Disarming the critics
Posted: Sun Jan 19, 2025 9:31 am
Two thirds of dissatisfied customers are ready to continue cooperation if they manage to work through their complaints within three days. Psychologists like to talk about the three-day rule: if you have an intention, try to start implementing it within 72 hours. Then the chances of success are the highest. The same goes for feedback. In a week, they venezuela telegram database may not even remember you.
Quick feedback is a partnership approach to relationships. As soon as you find out the reason for dissatisfaction, send a letter or call. Here are examples of how to respond to complaints:
"Your prices are high" — offer or extend a trial period. If you sell household appliances, then when working through objections, you can simply lower the price to the level of competitors, offer an extended warranty, free delivery, installation, etc.
"It's not clear how the product works" - connect support, consult for free. Perhaps it wouldn't hurt to prepare clear instructions, hold online client events.
"Few functions, competitors have more" - monitor the market, update the product, change. If you can't fix it quickly, give a discount, offer an additional service for the same money.
Adding positivity to neutrals
These are clients in a borderline state. It doesn't matter to them who to work with - you or your competitors. It's better to come up with special offers:
offer a discount or other interesting conditions;
keep customers updated;
Tell us about the benefits of the affiliate program.
Quick feedback is a partnership approach to relationships. As soon as you find out the reason for dissatisfaction, send a letter or call. Here are examples of how to respond to complaints:
"Your prices are high" — offer or extend a trial period. If you sell household appliances, then when working through objections, you can simply lower the price to the level of competitors, offer an extended warranty, free delivery, installation, etc.
"It's not clear how the product works" - connect support, consult for free. Perhaps it wouldn't hurt to prepare clear instructions, hold online client events.
"Few functions, competitors have more" - monitor the market, update the product, change. If you can't fix it quickly, give a discount, offer an additional service for the same money.
Adding positivity to neutrals
These are clients in a borderline state. It doesn't matter to them who to work with - you or your competitors. It's better to come up with special offers:
offer a discount or other interesting conditions;
keep customers updated;
Tell us about the benefits of the affiliate program.