Mending fences with alienated customers

"The customer is king." We've all heard it. But sometimes we treat them like less than royalty.

It may be easy to write off that alienated customer as someone who's gone forever, but that may not be true. As long as you know a customer has been alienated, there are things you can do to repair that burned bridge.

Be social

For better insight into your customer's world, "Google" your company. What do they say about you? If there are negative attitudes and/or commentary, engage those people. It's impressive that a company would go out of their way to speak to a customer via social media.

Be proactive

People can be stubborn - or suffer in silence. Don't wait for the customer to contact you. If you know a situation didn't go as well as it could have and a customer is upset, be proactive. See what can be done to alleviate the situation.

Be honest

People can tell when you're feeding them a line. Don't do it. Customers already have their guard up. They don't want to be sold a bill of goods; instead, be genuine and interested.

Be apologetic

The most important action you can take is apologizing. Acknowledge your mistake and build loyalty in a customer that wouldn't have been there before.

How do you mend relationships with lost customers?

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