How to gain the support of your clients, even though you disappoint — Lionesses of Africa

by Lizl Naude

Recently in the span of 48 hours, I received complaints from two individual customers about product breakages. Because I am so pedantic about delivering a quality product, I was initially completely stunned. It felt like a barrage coming my way. I remember a heat rush going to my head, as I tried to make sense of it all. I took a deep breath and took a 5 minute walk before I replied.

Now you might think to yourself, but Lizl, comebacks are common, why the fuss? Well, as a small enterprise, we have been operating for 5 years, and comebacks have not been a regular event for us. Which is an accolade for us, but it also left me a bit uncertain on how to navigate the process.

Minutes later, when I felt calm enough, I reached out to both of them and genuinely and authentically spoke from the heart. I apologized for the inconvenience, and assured them both of my utmost commitment to solve their issues.

I wanted to share with you the steps I followed and also some tips I found useful:

• As a small business owner, we tend to take issues like this personally. Remove the feeling of being offended, and put yourself in their shoes.

• Do not react or reply immediately. Take a deep breath, take a walk.

• Acknowledge their inconvenience and apologize as quickly as possible.

• Don’t ignore the client, or keep quiet. Keep the communication lines open

• Be authentic and be genuine.

• Show your commitment to resolve their issue and complete their transaction.

• Ask for some time to investigate the issue and keep them constantly updated.

• Find out from your production team about possible remedies.

• If the client requires a replacement, inform the client about the date it will be despatched.

• If the item will be repaired, arrange for a courier to collect from client.

• Commit to a time to have it fixed and honour that commitment.

• Always keep the communication lines open, even if you experience delays, etc. Clients appreciate the transparency.

• When ready for despatch, make sure item is properly packaged and protected against possible damage.

• Send the waybill details so client can track the parcel.

• Follow up after item has been received. Thank them for their patience and understanding.

• Draft a policy for future staff members on how to deal with come-backs or faulty products

Because I followed these steps, I was pleasantly surprised when both clients responded extremely positively. They both showed their unwavering support to me. In fact, the one client had an emergency as they had an event and our product (which was already personalized and engraved with their logo) was the prize of a daily lucky draw. I had only a few hours to try and assist them. The item could be repaired, but needed drying time. I quickly made an interim replacement, drove into the city to meet them and hand it over. I literally arrived 1 hour before the draw and I was received with open arms and hugs! I assured them that the item will be repaired and delivered to the draw recipient ASAP. They were completely understanding and supportive, and it meant so much to me!

I believe because I remained humble, apologetic and authentic, I was able to not only satisfy my clients, but also win their life-long support.