Giving Honest Answers to Complaining Customers
“And ye shall know the truth, and the truth shall make you free.”
When a job is not done according to expectations, how do you answer a customer when they call with a complaint. Do you tell them the truth or you give excuses which are not honest. Customers dislike excuses especially if they have no truth in them. In the above verse it is clear that it is the truth that will set you free. You don’t have to lie when you know very well that you did not produce according to the customer’s requirements. Admit your shortcomings and apologise to the customer for your failure. Make sure you take the necessary steps to avoid making the same mistake again.
Others have a tendency of giving a closer date of delivery fearing that the customer will Leave them for an alternative supplier. Tell them the truth and they will plan accordingly. Once customers know you for someone who manages their expectations well, they will patiently wait. If you avoid confrontation after you have produced a poor product or service, customers will be angrier when the truth comes out. Provide honest and accurate answers upfront and you won’t have to worry about suffering the consequences later.
Proverbs 16:25; There is a way which seems right to a man, but its end is the way of death.
It is said honesty is the best policy, your customers will appreciate your honesty and they will keep coming back.