Customers that are kept in the loop stay loyal1 min read

Every business has customers who face problems. However, not all businesses are able to handle those situations very well.

There is a simple formula when it comes to customer engagement for solving problems-

1. Be transparent – when the customer is facing an issue, be transparent with them about your problem. Mistakes happen, its only human
2. Be communicative – Keep in constant communication with your customer. Sometimes the problem you are trying to solve for them is taking too long. It may be a refund you need to process, something you need to fix or mend or anything else for that matter. As long as you keep them in the loop on your progress on finding a solution for them, they are a part of the process. Your customers will be OK with you taking the time to fix the problem if they know what’s going on.
3. Be responsive – Always keep the communication channels open. Follow a simple protocol. When they point out an issue, respond quickly even if its simply to let them know that you are in receipt of their communication and will get back to them. Next, find the isssue and own up to it. Explain what caused it and ultimately always offer a resolution.

Problems happen – almost every day. Challenges and problems are part of learning & growing. The important piece is to respond, to constantly communicate and finally to learn from it so those problems do not reoccur.