However successful your MSP business is, it is almost guaranteed to receive complaints at some time. That isn’t to say there is anything wrong necessarily; it might just be a case of misunderstanding or differing expectations between the customer and your staff. The question is, what can you do about it?
How to Handle Customer Complaints Successfully
If handled well, a complaint can even turn into an opportunity. Many people who have a problem with a company don’t even bother to complain. If they do, you have the chance to turn it around and make someone who is dissatisfied with you to become a fan. It takes careful management, but it is possible with a few simple aims.
If someone contacts your MSP business with a complaint, the first step is to listen well so that you fully understand the problem and exactly what is causing the customer distress. Keep calm yourself even under pressure. It may be that the customer is yelling down the phone at you, but if you remain calm and can be empathetic, they will eventually run out of steam. This is your chance to repeat the problem back to them to establish that you have understood the issue correctly. Also, it is important to make sure that you apologize if your company is in the wrong and even if the problem was completely out of your control. Taking ownership of the problem can be the first step to making the customer happy again.
Suggest a Solution
If you have understood the problem correctly, it should be easier to suggest a solution that could solve the problem for the customer. The ability to go above and beyond what is expected of you is essential here in the attempt to ameliorate this situation. It is easier to keep a customer than to find a new one, so if you can turn the situation around and make this unhappy customer a satisfied one, they are more likely than ever to keep buying from you in the future.
For that little extra customer service after the solution is implemented, a follow-up phone call or email to ensure that the customer has no more issues and is perfectly happy with your solution can work wonders. This will make the customer realize they are important to you, and they will appreciate that you have made that extra effort.
If you have made your customers happy with your services, then that’s great! But on those occasions when something goes wrong, it is the ideal time to make it into a positive. If someone is unhappy with your MSP business, they may well tell people about it. But imagine if they were overjoyed by the turnaround and told people how well you dealt with their problems. More people are likely to be persuaded to buy from and work with a company that has shown the ability to look after its customers. They know you will take the time to make sure they are not inconvenienced and will not shy away from an uncomfortable situation but will tackle it head-on to make sure they are happy. Follow these steps, and your customers will love you for it.