Making Mistakes in Business and Surviving Them
If you are running a small business, and you have made a mistake, you’ll find that the thought that you would never have made this mistake if you had been a larger business will definitely occur to you. While there are certainly things which are easier for a larger business to handle, and there are problems that you will have as a small marketer that a larger business will never need to deal with, you’ll find that as a small business, you have a better chance of recovering from your mistakes and then keeping the customers afterward. Take a look below for some important things to keep in mind when you know that you’ve made an error.
1. Own up!
Nothing looks worse or more unprofessional than trying to cover up a mistake, unless its doing so badly. If you have made a mistake and a customer is involved, before they find out about it, let them know. Let them know what has happened, and if they are curious, let them know why it happened. You’ll find that the sooner that you tell them, the more understanding that they will be. This is significantly better than trying to hide it from them and having it come out later down the line.
2. Fix it
This goes without saying. While many larger businesses will simply give the client their money back and move on, this is not something that you have the luxury of doing. Your clients are important, and you’ll find that you can go a long way by treating them like it. Find a way to deliver what you promised, or at least something close to it. Speak with them personally, whether it is on an instant messenger service or on the phone.
3. Give them options
When something goes wrong, a client can feel very helpless when things are taken out of their hands. One way that you can help them feel a little bit better is by offering them a little bit of agency. Ask them about timeframes and what they want and what you can deliver. Ask them about their preferences and make sure that you incorporate this into your solution. You’ll find that the more in control they feel, the better disposed they will be to you.
4. Go above and beyond
After you have gotten their problem fixed, acknowledge that it has cost them, maybe not in money, but in time. Once the situation has been resolved, you will want to take some time and make sure that they continue to have a good opinion of you. Perhaps a coupon off their next purchase or a free gift could do this, or some other extra that you can throw in. Make sure that they like you, and you’ll find that they will continue to recommend you to their friends.
When a mistake is made, as they sometimes will be, your status as a small business can enable to make the most of a less than ideal situation. Use this flexibility you have to make sure your customer knows how important they are to you, and how useful your company can be to them.
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- Kale McClelland