Have you ever had a crazy customer?
If you haven’t, it’s only a matter of time. And if you know how to deal with an angry customer, you can dramatically change how they feel about you and your business.
Today I want to show you a very angry customer email I received last year and how I made him extraordinarily happy.
Reasonable Customer Email, 8:11
Eugene ordered a book on November 7th, 2010. Immediately after placing his order he received an automated email. Then I sent him a personal email the next day confirming his address. He replied with his adjusted address on the 11th. So I shipped the book on November 13th and he received another automated email.
In total, he received three emails up to this point.
He sent me that email five days after I shipped his book. Mind you, the book was headed to Iraq.
Angry Customer Email, 8:17
Neither the font size nor color has been adjusted from the original email ;). Let’s call it, Big Red.
Six minutes after the first email, he sent me that beauty.
Initial Response Email, 8:42
I replied 25 minutes after receiving Big Red. Anytime you get an email like that, it’s important to handle it immediately.
Instead of apologizing, because I did nothing wrong, I offered to send him a free copy of the eBook. Actions always mean more than words.
Customer Response Email, 8:55
Eugene promptly responded 13 minutes after my email with an appreciative email of his own.
Promise Follow Through Email, 9:07
Less than an hour after receiving Big Red, I sent him a free copy of the eBook with a more in-depth explanation of what went wrong.
Final Thank You Email, 3 Days Later
Unbeknownst to Eugene, I personalized and signed the book I sent him five days prior to receiving Big Red.
I’ve exchanged a few more emails with Eugene since this incident and I think it’s safe to say he’s a happy customer.
Angry Customer Lessons
Here are a few lessons to take away as far as dealing with angry customers.
- Respond immediately with an honest explanation.
- Offer to make things right even if you did nothing wrong.
- Follow-up to make sure they’re happy.
Oftentimes your angriest customers become your most happy customers if you respond well to their concerns.
Do you have any angry customer stories?
Post image by: tricky