No business owner wants unhappy customers. There are simple ways to reduce customer refunds and returns.
Customer satisfaction survey’s are the best way to get feedback. You can preform a survey through email, phone or both but I strongly suggest using email as it is less intrusive.
Here are the questions to ask:
- On a scale of 1 to 10, with 10 being excellent, how satisfied are you with your purchase?”
- “Why did you answer that way?”
Do not become defensive; simply listen and log the answers.
If the customer gives you a low rating, ask:
- what would you like to see happen at this point that would solve this problem to your satisfaction?
If you can accommodate them do so; if not say: I don’t think I can make that happen for you, but here’s what I can do…
It is more cost effective to try and satisfy them than it is to fight the effect that the negative comments they make to their friends, family, colleagues and social media could have on your business. I do not advocate that the customer is always right! Sometimes you have to fire a customer!
If the customer responds positively, ask them for a referral and even more important if they will post a testimonial.