Online Reputation Management Expert Advice

By: Tom Fuszard

Nobody likes to deal with complaints. Indeed, most of us dread the task. We delay. Make excuses. Get a cup of coffee. Then another.

As difficult as it is, try to view complaints in a positive manner. They allow you to address issues that perhaps you didn’t know existed.

“Silent sufferers” just go away, whereas irate customers are looking for help, and probably want to stay with you.

A survey taken in a major industry many years ago established that customers whose problems with a product were resolved quickly demonstrated greater customer satisfaction and loyalty than those who had no problems at all.

These five steps can help you keep a customer coming back.

1. Deal with it quickly. Don’t let the phone message or letter simmer on your desk. Reply in some fashion the same business day.

2. Offer genuine regret in your response:

“I am truly sorry to hear that one of your processors arrived broken and inoperable.”

3. Briefly recap the situation to show that you were paying attention and understand the issue.

Avoid a flippant or condescending tone. Remember that your customer views this as a serious matter. Even if the person is flat out wrong, treat the complaint and customer with respect.

4. Offer a solution. Perhaps you can provide what the customer seeks. When you cannot, offer a viable alternative and explain why your approach is at least as good. Avoid blaming it on policies even if it’s true. Emphasize what you can do, not what you can’t.

“We have extended your warranty for another year at no charge.”

“You may enjoy an additional six months of membership at no additional charge.”

5. Provide a token to help soothe the sore feelings, such as a gift certificate to a theater or restaurant, even tickets to a sporting event. Here is where you shine: Few businesses take the extra step when resolving a problem.

Remember that a happy customer speaks to no one, but an irate customer tells ten of his friends. With proper care, you can turn a difficult and delicate situation into a positive one for you and your customer.

Author: Tracy Cooper

I run therefore I am fit and I do not need resistance training. Not so quick. You are fitter than if you did not run, but not paying attention to your entire metabolic need for resistance training is short sighted. All your muscles need to be worked or you will find yourself out of balance.

I am getting bored at the gym. Include variety in your workouts or you risk becoming bored and will eventually avoid the gym altogether. There are hundreds of different exercises to perform. Observe, ask questions, and get creative.

The gym takes too long to get through my workout. Stop resting between sets unless you are an Olympic athlete. Resting between sets wastes time and prevents you from reaching your target heart rate. Power lifters rest between sets. You are not a power lifter, at least I hope not.

I do not belong to a gym. No problem. You do not need a gym. Use your body weight as resistance and be as creative as you can with pushing and pulling your own weight. Knee pushups are better than no pushups at all. Push against a chair or counter.

Wrap a towel around a door knob and pull your torso back and forth towards the door. Do straight back knee bends with no weight on your shoulders and your legs will begin to burn after 30 or 40 reps, so do 80.

I do not have time to work out. Yes, you do have time. If you watch any inkling of TV, then you have chosen to escape life and not work out. Engage in sit-ups and pushups while watching TV.

I live in an apartment complex and cannot get to a gym. Good. Run your apartment stairs in thick wool socks. The socks protect your feet and eliminate noise from the soles of your shoes. And, workout in your apartment pool, recreation center, or apartment playground.

All I have is a swimming pool. Excellent, perform resistance work in your pool. Stand vertical and push and pull the water. You hands are not over your head and you shoulders will benefit from proper positioning. You can also run water sprints and perform abdominal crunches in the pool. Get creative.