03 26 2015

Proper Way sto Handle Unhappy Customers

03 26 2015

Handling Unhappy Customers Both Online and Off

It’s easy to get hung up on certain business factors – from equipment leases to working capital – and lose sight of the single most important part of running a business: Keeping customers happy.

No matter your business, whether you sell products, provide a service or a combination of both, consumer satisfaction is key to success.

With this in mind, there are some general guidelines to remember when faced with an unhappy customer.

Open your ears

More than anything, an angry consumer generally just wants to be heard. Maybe they feel they weren’t provided the service they were entitled to. Perhaps they’re just having a bad idea and are taking it out on your business. Either way, listening to them is often the best way to appease them.

Recognize their viewpoint

The saying goes that the customer is always right. In most instances, this is true, even when it’s not. Put simply, even if a customer is in the wrong, the best way to calm them down and hopefully ensure repeat business is to apologize and attempt to solve the problem. This can be as simple as offering a discount or even just saying sorry. People like to have their feelings and viewpoints recognized. Even if those feelings are misplaced, acquiescing can be the better strategy for the long run.

Keep your cool

While this can be easier said than done, especially if a customer is particularly rude, the last thing you want to do is let your own frustration get the best of you. Snapping at a customer complaint, blaming the customer or otherwise being insulting will not do your business any favor. In fact, it could lead to that customer bad-mouthing you to friends and family, potentially impacting your bottom line.

Employing strategies online

The above tips have been around as long as customers have been complaining. However, the digital age has brought with it another forum in which consumers can voice their displeasure: the Internet.

According to the 2014 Local Consumer Review Survey from BrightLocal, 88 percent of consumers read online reviews to determine the quality of a local business, up from 85 percent in 2013. Meanwhile, 39 percent do so on a regular basis.

The majority of these individuals (72 percent) stated positive reviews are likely to make them trust a business more. Finally, 88 percent said they trust online reviews as much as personal recommendations.

These figures are supported by a survey conducted by Dimensional Research that show 90 percent of respondents who read online reviews said positive ones influenced their buying decisions. Meanwhile, 86 percent said negative reviews also influenced their buying decisions.

These numbers show how important it is for owners to understand the proper protocol when their business receives a poor online review:

Be proactive

Just like with in-person issues, your best course of action is nip things in the bud before they have a chance to snowball. You could try contacting the reviewer and apologizing, as well as offering a refund or discount. This could lead the reviewer to amending their original review to show appreciation for your customer service, reducing the negative impact of their initial post. The longer you let a bad review fester without doing anything, the more chance it has to harm your business.

Don’t argue

It can be tempting to call an anonymous reviewer out and dispute their recollection of events. However, this can backfire terribly and make your business seem like it doesn’t care about what consumers think. Instead of responding in a way that will generate more animosity, do your best to seem apologetic and willing to fix the situation. This could have the positive affect of showing potential customers that you care, essentially turning a bad review into a chance to advertise your business’s superior customer service.

Encourage good reviews

One or two bad customer experiences won’t ruin your reputation online, but in order to counteract the bad, it’s a good idea to encourage customers who are pleased with their product or service to say so online. After all, bad reviews counterbalanced with good ones is a much better result than strictly negative comments.

Contact review sites when necessary

There may come a time when a competitor decides to play dirty by writing dishonest negative reviews about your business online. If you believe this is the case and have proof, reach out to review sites to make them aware. Hopefully this will lead to the bad review being removed.

Find Out How Much Funding You Qualify For

Fields marked with an * are required
By clicking this button I agree to all terms and conditions.

Terms & Conditions

General Acceptance

Any applications submitted electronically shall have the same force and effect as if the application bore an inked original signature(s). The above information, together with any accompanying financial statements, schedules, or other materials, is submitted for the purpose of obtaining credit and is warranted to be true, correct, and complete.


US Patriot Act:

To help the government fight the funding of terrorism and money laundering activities, Federal law requires all financial institutions to obtain, verify, and record information that identifies each person and business that seeks a business loan. What this means for you: When you apply for a loan, we will ask for your business name, address, and Tax Identification Number. We will also ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver’s license or other identifying documents.


For Loan/Merchant Services:

The Merchant and Owner(s)/Officer(s) identified in the application (individually, an “Applicant”) each represents, acknowledges and agrees that (1) all information and documents provided to National Funding, Inc. (“NF”) including credit card processor statements are true, accurate and complete, (2) Applicant will immediately notify NF of any change in such information or financial condition, (3) Applicant authorizes NF to disclose all information and documents that NF may obtain including credit reports to other persons or entities (collectively, “Assignees”) that may be involved with or acquire commercial loans having daily repayment features and/or Merchant Cash Advance transactions, including without limitation the application therefor (collectively, “Transactions”) and each Assignee is authorized to use such information and documents, and share such information and documents with other Assignees, in connection with potential Transactions, (4) each Assignee will rely upon the accuracy and completeness of such information and documents, (5) NF, Assignees, and each of their representatives, successors, assigns and designees (collectively, “Recipients”) are authorized to request and receive any investigative reports, credit reports, statements from creditors or financial institutions, verification of information, or any other information that a Recipient deems necessary, (6) Applicant waives and releases any claims against Recipients and any information-providers arising from any act or omission relating to the requesting, receiving or release of information, and (7) each Owner/Officer represents that he or she is authorized to sign this form on behalf of Merchant.(8) I consent to receive direct mail, faxes, text-messages, and e-mails sent by National Funding and its affiliates for the purposes of transmitting account updates, requests for information and notices, and (9) this request is for business and not for consumer purposes.


For Equipment Services:

I hereby certify: (1) the information provided is true and correct, (2) you are hereby authorized to investigate all bank, credit, and trade references, and said references are hereby authorized to release any requested information to you or your nominee, (3) such authorization shall extend to obtaining personal credit profile in considering this application and subsequently for the purposes of update, renewal or extension of such credit or additional credit and for reviewing or collecting the resulting account, (4) this information may be transmitted by us to you and by you to underwriter(s) for the purpose of granting me credit, either electronically or manually, and that by submitting this application, I take full responsibility for transmission thereof, (5) I am over 18 years of age, (6) I acknowledge my rights under the Fair Credit Reporting Act, (7) I consent to receive direct mail, faxes, text-messages, and e-mails sent by National Funding and its affiliates for the purposes of transmitting account updates, requests for information and notices, and (8) this request is for business and not for consumer purposes.


Text Messaging:

By providing my wireless phone number to National Funding, Inc., I agree and acknowledge that National Funding, Inc. may send text and multimedia messages to my wireless phone number for any purpose. I agree that these text or multimedia messages may be regarding the products and/or services that I have previously purchased and products and/or services that National Funding, Inc. may market to me. I acknowledge that this consent may be removed at my request but that until such consent is revoked, I may receive text or multimedia messages from National Funding, Inc to my wireless phone number.

The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status or age (provided the applicant has the capacity to enter into the binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. If for any reason your application for business credit is denied, you have the right to a written statement of the specific reasons for the denial. To obtain the statement, please write to National Funding Inc., 9820 Towne Centre Drive, San Diego, California 92121. Funding amount and credit approval is subject to a full credit profile review.