Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

Chapter 17. Every complaint is an opportunity

Actually finding solutions for one customer's complaints can prove advantageous for other customers. Changing what was irritating or making one customer unhappy may prove to be an improvement for all of your customers.

A customer complained that the delay on sold-out models was too long. Looking into it, and working with the head office, the Sales Ambassador found a way to shorten the delay. So not only was the complaining customer satisfied, but others, some of whom were "tolerating" delays, suddenly became happier as well.

Sales Ambassadors see a complaint as golden. They are able to use it to turn a situation around. The customer is saying more than "I am not happy." She is giving the Sales Ambassador the chance to do something about it.

The approach to turning the situation around is to:

• Be receptive and use empathy.

• Acknowledge the complaint, adding, "I understand."

• Ask questions to clarify the situation.

• Propose immediate actions, stating, "Here's what I'm going to do."

• Take personal responsibility.

• Confirm the information with the customer.

• Thank the customer for bringing the situation to your attention.

• Follow up to ensure customer satisfaction.

Through listening, apologizing, and making a special gesture, the situation can be turned around. Often, the customer who has complained and goes away satisfied is more loyal than before.

Treasure complaints. Solving one can have a positive outcome for other customers.