Dealing with Unhappy Customers

Lauren · Posted: March 8, 2006, 9:29 pm Post subject: Dealing with Unhappy Customers

Mommy's Helper - Mom's Market Ezine
Issue #120
Wednesday, March 8th, 2006

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Editor's Rambling:
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Note from Anita

This week is the last call for business profiles in the Daily Home Business Report because I?d like to get this project running full-speed by the end of this weekend at the latest. If you haven?t included your business profile yet, check out: http://www.mommyshelperonline.com/report.html to see if your business is still available. For those of you that have secured your spot ? make sure you get your profiles to me if you haven?t done so already!

I?ve also been working on some research for the past couple days ? thinking that online parties were becoming a ?thing of the past? was apparently my mistake! Honestly, I thought this was something that was ?on it?s way out?. Hey, I?ve been wrong before, lol! Have you seen our poll? Stop by and let us know about your online parties http://mommyshelperonline.com/phpBB2/viewtopic.php?t=3630

Till next week...

~Anita DeFrank
Mommy's Helper

Note from Kara

The contest at Mommy's Helper Community starts today! As most of you know, Anita and I never do things in a "normal" way. Instead of a "Post the Most" contest, we've started a "Post the Most Topics" contest. What this means is only if you start a topic will it count towards the contest. We've got about $200 in prizes to be given away in April. For more details and additional rules on the contest, visit:
http://mommyshelperonline.com/phpBB2/viewtopic.php?t=3621

Now that we've got a contest rolling, I feel the need to make a small mention of things to come. Much is happening over at DirectSalesHelpers.com! If you are a mom in direct sales, you won't want to miss out on next week's chat entiled "Importance of Calculating Costs in Direct Sales". We'll be covering some important points, as well as making an important announcement. If you need a reminder for this chat and other future chats, visit:
www.momchats.com

See you next week!

~Kara Kelso~
Mom's Market

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Article
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Dealing with Unhappy Customers

No matter how much you try to make every customer happy, you will at times have to deal with unhappy customers. Some- times the unhappy customer has a valid complaint; other times they may have a complaint that is entirely out of your control as an entrepreneur. There are techniques which can leave an unhappy customer feeling less unhappy, and, perhaps even turn the unhappy customer into a loyal, repeat customer. Any startup business feels they must keep every customer possible, but that doesn't mean that the business owner should become a "doormat" to their new customers.

Display Policies and Sales Conditions

Before you even open up your door, take the time to set out in writing your policies on returns or refunds and be sure to place them in a place where customers can see them. If possible, try to include this same information on receipts or sales agreements. That way, there is no doubt about the terms of sale within your business.

Calm and Cool Communication

Always remain calm! If a customer becomes irate, it is crucial that you, the business owner, and all your employees deal with the irate customer in a very calm, caring manner. Let the customer know that you care about how they feel, even though you may not be able to give them exactly what they desire. If the customer raises their voice, never respond with a loud voice. Remain calm, cool and collected. By keeping a low energy level, you can often diffuse the situation rather than allowing it to escalate into a real confrontation. Always speak tactfully and non-confronta- tionally. State facts clearly and concisely, but in a caring, friendly tone. No matter how badly the customer behaves, remain dignified and serene. Your serenity will rub off on the irate customer!

Empathy is Good

You don't really have to agree with the customer in order to empathize with them. Rather, it means letting the customer know that you realize that they are upset and will do your best to alleviate the situation. Simply by showing the customer that you care about them and their problem, it is more likely that the situation will not descend into a shouting match. The simple words, "I am sorry" are often enough to settle things down in volatile circumstances.

Identify the Problem

Calmly ask the unhappy customer questions to pinpoint the exact source of their unhappiness. Is the product broken or not as advertised? Is it the wrong product for the job they need? Did they find it at a lower price elsewhere? By identifying the source of the unhappiness, you can begin to make headway toward resolving the issue. Once the customer has stated the problem, repeat what you heard back to the customer to be certain that you both understand the situation.

Identify Possible Solutions

If there are possible solutions to the problem that you are authorized to offer, calmly offer those solutions. Perhaps the product can be returned for refund or replaced. Perhaps an upgrade to another product with payment of the price difference would solve the issue. Whatever solutions you are authorized to discuss, do so in a calm, understanding manner. If the problem involves a policy that is in writing or posted in the business, you can direct the unhappy customer's attention to the policy. Written policies are very important to avoid situation where a customer will become irate. If the customer remains upset, keep a low energy level and above all - remain calm!

Certain People Just Will Not Be Happy

You are never going to be able to keep everyone happy all of the time. Certain customers are going to be unhappy despite all of your efforts to run a reputable business staffed with well coached employees. Any start-up company eventually encounters customers that are just impossible to please. Once you have tried every conceivable means of resolving the problem to the satisfaction of the customer without success, it may be time to concede that this person probably will never become one of those loyal repeat customers you dream about.

Don't let this one event depress you. With a good business support system in place, you will generate new business to more than replace those few unhappy customers. While it is always disappointing to lose a customer, sometimes that loss is necessary to focus on added growth, mentoring, and support. Training in how to deal with difficult customers should be part of every new business's training program so that all newly hired employees are prepared for the day they will encounter that unhappy, difficult customer.

Ken Bidgood runs a very interesting website at Advertising XP, there's a wealth of knowledge on the website, plus while you're there sign up for the free newsletter. Want to read more Business articles?, just go to: http://www.advertisingxp.com/articles. There's also a free mini-course available that will teach you how to get loads of free targeted traffic.

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Childcare
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20 Fun, Indoor Activities for Bored Kids

When it's raining, snowing, or just plain too cold to play outside, your household can fall victim to the "I'm Bored Blues". With a little creativity and imagination, you can turn the tables and find fun things to do without running to the store or turning on the television. Keep this list of ideas handy, or write each idea on a slip of paper and put them in a hat. The next time the kids are bored, let them draw a slip of paper from a hat to decide which activity to do first!

1) Plate of Bubbles - All you need for this fun activity is a small plate, a plastic drinking straw, dish washing liquid and tap water. Place two drops (that's all you need!) of dish washing liquid in the center of a plate. Carefully run tap water onto plate, pointing water over the dish soap to create some foam or bubbles. Carefully place the plate on a flat, sturdy surface, such as the kitchen table, and have your child point his straw into the water. To create bubbles, blow gently and slowly into the sudsy water. Not too fast, it won't work! Slow and steady will create huge bubbles!

2) Animal Jumble - This works best with 3 or more children, but can certainly be adapted for 2 kids. Assign each child a 'secret" animal part, the child choosing the animal. Have them draw their part on white or construction paper. The idea is that each child does not know what the others are drawing. For example, have Bobby draw the head (maybe he chose a dog), Cindy draws the legs (she chose an elephant), and so on. When they are all finished drawing, have them cut out their parts and tape the animal together. Have fun choosing a name for their animal. You may be the first to discover the "Dog-aphant-monk-iraffe"!

3) Cartoon Strip - Many parents will remember this from their own childhood! You will need a pad of paper and something to draw with. At the bottom of the pad, starting from the left, draw a stick figure, a box car, cartoon dog, anything you want to put into motion. On the next page, draw the figure again with a slightly different pose and a positioned a little bit to the right of the page before. Repeat this process on each page until you reach the right side of the pad. Now fan the pages with your thumb to watch your character move across the page!

4) Coffee Can Stilts - Turn 2 coffee cans upside down so that the plastic lids are on the bottom. Poke a hole on each both sides of each can using a screwdriver (parental supervision is recommended). Use rope, bailing twine, or several strands of yarn braided together for strength and thread through one hole. Thread the other end of the rope through the hole on the other side and tie off inside the can. Be sure that the rope is long enough so that when your child stands on the cans, the rope is high enough for them to hold in their hands comfortably without hunching over.

5) Cookie Cutter Glitters - Pull out the construction paper, glue, glitter, stickers and cookie cutters. Kids can trace around the cookie cutter shapes, spread glue over the shape and decorate with glitter and stickers. This can be a messy craft, so be prepared with a disposable table cloth and garbage can for scraps. Using a vacuum with a hose attachment is a much easier method of cleaning up glitter than a broom.

6) Feely Box - Use any box that closes or has a lid, a shoebox is ideal. Cut a hole in the side of the box large enough for a child's hand to fit inside. Place an object inside the box and see if they can guess what it is. If they can't guess right away, let them ask questions or provide them with clues until they figure it out.

7) Hide the Object - Using any ordinary object (stuffed animal, vitamin bottle, drinking cup, etc), play this fun hide and seek game with your children. Simply have your child hide their eyes, then place the object somewhere in plain view (on the fireplace mantel, on top of the TV, near the front door, etc) and then have them look for it. Another idea is to use objects relating to a particular theme each day. For example, if your Kindergartener is focusing on the letter "A" that week, use objects that begin with "A" (apple, alligator [stuffed of course!], etc) You can adjust this game for older kids by hiding the object a little deeper. You might place the vitamin bottle halfway behind the picture of Grandma, or maybe tucked halfway down the side of the couch.

Cool

Writing Box - If your house has kids, you need one of these. You can find shoe box sized plastic containers with lids from your local dollar store. Stock the box with crayons, markers, colored pencils, small plain paper pads, stickers, stencils, a pencil sharpener and an eraser. This box should be kept stocked so that when needed, everything will be at your fingertips. Explain to children that this is a "special" writing box and that everything that comes out, must go back in for the next time they want to get creative.

9) Picnic Indoors - Pack a basket with paper plates, utensils and cups. Make sandwiches, pack fresh fruit, pretzels, a thermos of juice, and yogurt for dessert. Spread a blanket on the living room floor and serve a picnic lunch indoors! Add to the fun by dressing in summer clothes or beach attire. Be sure to wear your sunglasses and your sunscreen!

10) Paper Bag Puppets - The easiest form of this requires only a paper lunch bag and crayons or markers. Simply draw on a face and you have a puppet! To make the characters more elaborate, decorate with yarn for hair, buttons for eyes, and glitter for cheeks. Ribbon can be added to the hair or made into a bow tie for the "neck". Draw on eyelashes and lips with colorful markers.

11) Collages - Save old magazines and catalogs and store them in a cabinet just for this purpose. Have the kids cut out pictures and paste them onto a piece of cardboard or construction paper. You can let them cut out whatever they want, or assign each child a letter of the alphabet or a theme to go by for a more challenging project. Keep a trash can close by for the scraps and be sure to keep a stock of glue sticks on hand!

12) Coloring Pasta - Place a handful of dry, uncooked pasta, such as ziti, rotini or farfelle, into a plastic zipper baggie. Add a tablespoon of white vinegar and 2-3 drops of food coloring. Close the baggie and have the kids shake the bag until the pasta is completely colored. Spread out onto a paper plate or paper towel and allow to dry. Use several baggies to create different colors. Once the pasta is dry, kids can use yarn to string together pieces to make necklaces and bracelets, or glue them to paper plates or construction paper to create a work of art.

13) Shadowboxes - Paint the inside of a shoebox with black or dark blue poster or acrylic paint. If you don't have any paint handy, you can glue black construction paper inside the box. Using white crayons or stickers, create a nighttime scene with stars and the moon on the black background. You can use small plastic toys to create a scene inside your shadowbox, or make your own with construction paper and glue. Cut out small pictures from coloring books and color and adhere to your scene. Hang a spaceship or shooting star with a piece of string and glue.

14) Indoor Hopscotch - If you have a cement basement floor, use chalk to draw out a hopscotch board. When you are finished playing, the chalk will wash off with a mop and warm water.

15) Family Memory Game - Play a family memory game with your kids by asking questions like "What is Grandpa's first name?" and "Who is married to Aunt Tammy?" Look through old photo albums and see if kids can guess who is who in each picture.

16) Hot Beanie - This variation of the old favorite "Hot Potato" uses a beanie type toy. Have everyone sit in a circle and toss the beanie from one person to another, never knowing where it's going to end up.

17) Name That Tune - Hum tunes from popular songs and see who can guess it first. Whoever guesses correctly becomes the next "hummer".

1 Cool

Create a Story - You can do this out loud or have kids write their entries on paper. Someone starts the story with "Once upon a time there lived a...", that person chooses the character and setting (princess in a far away land). The next child tells the next part of the story, and so on around the room, the story changing with each new addition.

19) Never Ending Adjectives - Ask your child to point out an object, then takes turns coming up with adjectives for that object. For example, you may say "a ball", your child would say "a big ball". The game might continue with "a big round ball", "a big round bouncing ball", "a big round bouncing white ball" and end with "a big round bouncing white beach ball".

20) Sardines (Reverse Hide-n-Seek) - One child is the hider, everyone else is a seeker. The hider hides while the seekers seek. However, when a seeker finds the hider, instead of pointing him out, he joins him in the hiding place. Soon, the children will all be stuffed in one place, like a box of sardines! The first child to find the hider gets to hide next.

About the Author
Amanda Formaro, Henderson, NV
webmom@familycorner.com
More Details about rainy day activities for kids here. Amanda Formaro is the crafty, entrepreneurial mother of four children. While Amanda's professional background was originally in finance, she chose to stay home to raise her family after her third child was born. Amanda enjoys tole painting, crafting with her kids, walking her dogs and working on her website FamilyCorner.com Magazine

"This site started as a small personal website and has grown way beyond what I had ever imagined! It is such a passion for me. I love it when someone writes to me and tells me how much they enjoyed their visit."

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Coffee Break
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The Mom Corp ? No Sissies Need Apply

?Lisa Barker

For some people a family of five is HUGE. I frequently hear, "You really have your hands full!" when I am out with just three of my kids. So it staggers the minds of some when I let them know I have two more at home.

One grandmother told me it was too expensive to have more than one or two kids these days?because kids need a television, stereo, computer and phone in their rooms. Well, in our house we call the room that has all those things the living room. Those things are community property.

That?s right, electronics are community property and if you follow the rules, you might get to enjoy them, too. For some, though, this is an outrage. Kids NEED these things.

I?ll tell you what kids need. Suffering. And it?s my job as their mother to make them suffer. Let?s face it. If they?re happy, I?m not doing my job.

Child #1 walks in the door, ecstatic that she finished all her homework on the bus. It?s my job to swoop down and snatch that happiness away by sending her to her room to clean it up. Sounds simple, right? She should be done, in what, an hour tops? Noooooo.

The only reason I haven?t cleaned it up myself yet is because the Salvation Army hasn?t got any more room for the things I donate. They actually peel out of the parking lot when they see me making my way to their donation truck.

Child #2 sees how the game is played and quickly lets me know that she has a long obscure report to write. That?s okay. I?m not above flinging open the bedroom door to find both goofing around. This is how I get my dishes done.

An hour later I have two sulky pre-teens and half the house is cleaned. Just in time for Child #3 to walk through the door.

?Hi, how was your day??

?Mom, I?ve had a rough day, okay?? He gives me a ?don?t start with me? face.

Don?t start with me? ?When you?re finished having a rough day in your room, you can take out the garbage and recycling and THEN you can play on the X-Box.?

I love wrecking my kids? afternoon plans.

The younger two are not old enough to help out with chores, but that?s okay. They?re my ace in the hole. Between the hours of three and five PM the house is quiet?because any one of the older children know that if they make a peep, it will remind me that they are just as capable as I am of changing a diaper.

Motherhood. It definitely has its perks, but whether you have one or many, it?s not for the feint of heart or feeble of mind.

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Jelly Mom? is written by Lisa Barker, author of "Just Because Your Kids Drive You Insane...Doesn't Mean You Are A Bad Parent!" and syndicated through Martin-Ola Press/Parent To Parent. To publish Jelly Mom, buy the book or leave comments, please visit http://www.jellymom.com.

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Recipes
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Chocolate Almond Coffee

1/3 c Ground coffee
1/4 ts Freshly ground nutmeg
1/2 ts Chocolate extract
1/2 ts Almond extract
1/4 c Toasted almonds, chopped

Process nutmeg and coffee, add extracts. Process 10 seconds longer. Place in bowl and stir in almonds. Store in refrigerator. Makes 8 six ounce servings. To brew: Place mix in filter of an automatic drip coffee maker. Add 6 cups water and brew

Do you have a favorite recipe to share?
Post them at Mommy's Helper Community (www.MommysHelperOnline.com/phpBB2)!
Note: Recipes must be quick, easy, healthy, and original. Nothing from a cookbook or a box please.

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