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4 Ways to Improve Customer Retention After a Job Goes Wrong

Man showing plans to a couple
Customer complaints are bound to happen, but how do you handle them effectively without losing business? A recent survey finds that 66% of B2B and 52% of B2C stopped buying after a bad customer service interaction.

If a customer is unhappy with the work you did, and the job is already done and cannot be reversed, what are your options to maintain customer retention?

Here's a four-step strategy for improving your customer retention rate through effective customer service:

Don't Delay

As soon as you learn that a customer is unhappy, respond immediately. 69% of customers attribute their good customer service experience to quick resolution of their problem. Place a call or arrange an on-site visit to address the customer's concerns.

Be Pleasant

Maintain your reputation by listening to their complaint and try not to take things personally. Put yourself in their shoes. The goal here is to solve the problem, not argue.

Gather Information

Next, ask questions. Gather as much information as you can so that you can start thinking about a way to fix things. If your company made the mistake, own up to it.

Propose Solutions

Now that you have the facts, propose one or more solutions. Ask the customer, "What would be an acceptable solution to you?" Set a clear time frame for making things right. Then follow through on your promise.

An unhappy customer isn't the end of the world or your business. You can still turn things around — and once you do, you'll have them coming back to you because they know they can count on you.