Why did you go into business? Can you remember?
If it wasn’t to provide people with a great product and great service, then you might be in trouble.
When a customer comes to you with a complaint or an area of concern, it’s good to remember why you got into business in the first place.
If you choose not to remember, you may be tempted to defend, deflect, blame or argue. You might even win. But you will certainly lose their trust and perhaps even their business.
Even when your viscera is up and you want to show them where they are wrong, don’t. Take a deep breath, nod your head and say “I understand”. Remember that you wanted to serve people with your company, and that requires taking the bad with the good.
Don’t send the angry email and put away the boxing gloves. Remember the bigger picture.