I had a client who was unhappy with our services and I went above and beyond to make it right. They ended up becoming very loyal and even recommended us to others. Do you think it's always worth it to try and turn a negative situation into a positive one with a customer and potentially really win out or have you typically let them go easy?

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I’ve never had an unhappy client, I keep them on point, provide solutions where there are some and advice when there are none.
it’s a tight relationship.

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I one made a potentially career limiting error early after my promotion to manager. I got honest with the client in a way that we could both work out of the mess. The honesty paid off in a way that we have had a 10 year friendship and the PR that one move generated was the route of 3 promotions and a move to client side.

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Wow, what a save!

I will always bend over backwards for my customer. The hard part is finding a company that will actually support you in that manner. It is getting harder and harder unfortunately

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I love the challenging “toxic” client personalities. For some reason, they never seem so toxic when they get in my court.

My bank account enjoys them too.

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It's very much worth it as long as you know how far you are willing to go until you see that nothing will make it right

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I've been in the food service industry for 39 years. I know all too well about making people happy. There are just some people that are miserable and there's nothing that can make them happy. For instance, at my dad's deli in New York, there was a customer that was always grouchy and complained every single day. No matter how nice you were he was always a miserable old man. So even after trying to buy him breakfast or lunch he still was grouchy. So I went at him a different way. I tried to converse with him and ask him about his life if he was married, had kids and once I broke that barrier he ended up being a really nice man. My dad was old school and would tell customers if you don't like the food here don't come back. I don't need your business. But today's day and age with facebook and social media people will blast your business and you'll lose customers. I'm not saying kiss anybody's ass because customers are not always right even though as business owners or working for a big corporation. We are told that and we are supposed to make everything right. Go above and beyond to do the right thing. Another for instance, when a customer came in and they're order was incorrect and I try to fix it and I was super nice to her. She proceeded to curse and yell and make a scene in the restaurant, call me the c word. I continued to make sure she got her food and extra food at no charge with a smile and I put additional items in her bag and she took them out of the bag and threw them over the counter and said I didn't ask for that. I don't want that in my f****** bag. You dumb b****. Did I ask for that?? So I said ma'am I'm just trying to accommodate you and make everything right. She said you can make everything right by dropping dead. Now. I live in Florida and I'm from New York. I would have handled it a totally different way in New York. But I said to her oh I'm so sorry that you feel that way I said. But here's everything that you needed replaced. And here's a card for the next time that you come in for a free meal. She grabs a bag out of my hand and tells me to f off. So as she's walking out I nicely said. Thank you Karen for your business. We hope to see you again. I hope you have the day you deserve. After those words came out of my mouth. And yes I called her a Karen. I thought about it and really thought she was going to flip out. But she was totally shocked by what I said and she left. A week later she comes back and she apologized to me for her behavior. She said she was having a very bad day and she did not mean to act like that. B******* that's how she acts everywhere she goes. I know for a fact because she did it previously before she did it to me. So yes, I believe it's okay to be super nice to people if you mess up. Their reaction is based on the type of person that they are. So they will either. Kindly say thank you so much for fixing the situation or they'll still act like an animal and ungrateful. With that being said, still smile and just let them know to have the day they deserve. You cannot make everybody happy. And you can't smack them either. But trust me in my head the things that I said or was thinking about doing to her, I probably would have gotten an orange jumpsuit and got fired from my job 😂🤣😝

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It’s true. Some people are miserable and think that everyone should accommodate them. World wasn’t built around only them.

Absolutely!!

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From my perspective, it's essential to consider the potential benefits and costs of turning a negative situation into a positive one with a customer. While it can be beneficial regarding customer loyalty and positive word-of-mouth, it can also be time-consuming and resource-intensive. So, weighing the potential benefits against the costs is essential, and determining if it makes sense for your business to make an effort.

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I believe it's always a good idea to try and turn a negative situation into a positive one with a customer. If you can make a customer happy and keep them as loyal customers, it can have a positive impact on your business. Not only can they provide repeat business and positive word-of-mouth marketing, but it can also demonstrate your commitment to customer satisfaction, which can be a key factor in building trust with potential customers.

I think that is the first thing that you need to do. Always look for ways to deescalate the situation. You just did the right and the best thing and everything turned for the best from what you did.

Thanks for your response! That is definitely good advise!

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