Ten Tips for When the Customer Isn't Pleased

We have all encountered the customer that there is no pleasing, they are never satisfied and they take up time and resources with little benefit. Or is the benefit little?  Sometimes the best referrals come from the most demanding customers. Other businesses give up and let the customer go away angry and dissatisfied. A few tips to deal with dissatisfied customers:

1. Understand the problem. The customer has a complaint, don't assume that you know what is wrong. Ask questions until you understand exactly what is wrong.
2. Under what the customer expects.  What will make the situation right for them.  For example some customers don't know what it is they want you to do...just fix the problem. If the new tires that you sold to the customer are faulty what does the customer want...new tires, a refund, a credit for the tread remaining on the tires, or ???
3. Give the customer you undivided attention. Don't let them feel that their concern isn't important to you. 
4. Don't promise more than you can deliver
5. Deliver on time and more that you committed too
6. Ask the customer what it would take to make them happy. A gutsy move so be prepared to follow through if you use this one. 
7. Let the customer know what is happening to solve the problem. If you have to resolve the complaint over time, keep in touch with the customer. 
8. Follow up with the customer to make sure the solution that you put in place is working.
9. Follow up again after a few months to make sure everything is still all right. 
10. Treat your customers like the valuable asset that they are...no shortcuts and no "good enoughs". 

Sounds like a lot, but customer service will make or break your business.