When Customers Give Ultimatums & How To Keep Your Cool

Although this next blog isn't necessarily related to marketing, it has a good message that can help keep your online reputation clean (which is directed related to your online marketing campaign). It all started with a customer last week that had an unfortunate experience with our service. One of our contracted travel providers had to make a last minute change on the reservation which was not to the satisfaction of the guest. After a few attempts to satisfy the customer with freebies and credits, we thought we weathered the storm since there was no word back from the guest for almost a week. It wasn't long after the customer returned home that she left a barrage of emails expressing her dissatisfaction. Worst of all, she threatened to report us to consumer agencies and write terrible reviews about our company on trusted websites. We were given an ultimatum and it was an important we reacted carefully to avoid any additional work or negative feedback throughout the internet.

Now first off, I typically have the tendency to feel anger when I see these emails from customers. Especially since my company always gives an extraordinary effort to compensate guests and this customer was still not satisfied. Lately, my attitude has changed because this is not necessarily a complaint as much as a strategy from the customer. The customer strategy is as follows...

1) Tell the business what you want.
2) If you don't get what you want, threaten them lawyers, bad write-ups, etc...
3) If that still doesn't work, at least make them feel REALLY bad about what they did to you.
4) If you still have time, write bad reviews anyway because it makes you feel good.

So what does a business owner do if they have a customer like this? First off, don't promise anything until you get all the information to give a proper response. It's too common these days that businesses will make decisions from emotion or speculation. Give the customer a chance to speak and try to do it through email so you have documentation of it. After you get all the information, make a decision on what you want to do. Whatever you do, deliver on every promise you make and don't make it contingent on whether or not they write bad reviews. Trust me, they will write them anyway and this could create an opening for them to ask for more. Consumers are smart and they know how a bad reputation can affect your business. They use these bargaining chips to their advantage so don't make it seem like a big deal. Thankfully you have the ability to respond to most reviews these days so business owners have a voice.

And lastly, the most important advice is to be friendly and understanding no matter how bad the situation can be. The minute you lose your cool and become disrespectful, the customer is fueled and ready to do damage. Just think about it; when do we make our worst mistakes in life? When we make decisions out of impulse or pure emotion! Think about it...