Every business owner knows things go wrong from time to time. It’s how you handle these episodes that counts. And at the holidays, the stakes are higher. People have higher expectations and a lower tolerance for mistakes. Combine that with distracted employees and larger-than-usual crowds, and it’s the perfect winter storm, so to speak. Here is some advice:
1. Be specific with clients. When handling a service issue, let the client know what will happen and when it will happen. The more information a client has, the less anxious he or she feels. While hearing someone is will address a problem is nice, hearing exactly how it will be solved is more comforting.
2. Extend a peace offering. In the hustle and bustle of the holidays, it is all too easy to get caught up in your own stress, the million things you have to do for your business, and the other million things you have to do for your family. If this stress gets the best of you and you don’t handle a client properly, immediately reach out to make it right. Offer an apology when you’ve made a mistake. Then, make things right by extending a peace offering.