Listen, Apologize, Listen

It isn’t always easy to admit our mistakes, or take the blame when your business practice hasn’t lived up to a customer’s expectation, but the best way to win customers and gain or keep a loyal customer or client, is to listen to their complaint or dissatisfaction, apologize, sincerely, and continue to listen, even if they want to continue on about their dissatisfaction. Sometimes people just want to get it off their chest, talk it out, and the best way to do that is to give them the time and space to do that.

xo, jan