If you are running a small business, and you have made a mistake, you’ll find that the thought that you would never have made this mistake if you had been a larger business will definitely occur to you. While there are certainly things which are easier for a larger business to handle, and there are problems that you will have as a small marketer that a larger business will never need to deal with, you’ll find that as a small business, you have a better chance of recovering from your mistakes and then keeping the customers afterward. Take a look below for some important things to keep in mind when you know that you’ve made an error.
1. Own up!
The only thing that can make you worse than denying or trying to sweep a mistake under the rug is doing those things poorly. If a mistake has been made which affects a customer, do not delay. Notify the customer immediately - tell them what has happened, and if necessary, why the mistake was made. They will be appreciative that you made the effort, especially if you do so in a timely manner. A mistake that comes out later will leave customers wondering why you never bothered to tell them. Do not make this mistake on top of the one that has already been made.
2. Fix it
This one is obvious, but bear with us here. A large business will likely just give customers a refund and consider the matter forgotten. As a small business, this is not how you want to handle things. the personal touch is something small businesses excel in, and unlike the larger companies, you can’t afford to lose a customer. Treat your customers as the important people they are. Try to make things right and replace the product, or as close to as is practicable. They will appreciate this, and remember making a personal call to them will go a long way.
3. Give them options
Your customers may feel powerless when things go wrong and there is little they personally can do to remedy things. Try offering them some control over the situation - ask them how they want things to be handled, and try your best to work with them to make them happy. The more pull they feel that they have over the situation, the more favorably they will be inclined to view your company.
4. Go above and beyond
Acknowledge that the problem has cost your customer, either in money or time. Offer a gift or a coupon for their next purchase after the problem has been remedied. It is important to leave your customer with a good impression of you, even if they have had a problem with your product or service. Handling these situations properly can even enhance your reputation for customer service.
As you can see, there are many things you can do after you made a mistake. Take advantage of the personalization that is available when you are a small business and think of this as an opportunity to show your customer how versatile and valuable your service can be.
Did you know? FACT: 68% of people will quit doing business with companies that have poor customer service. Find out how to give great customer service - get effective customer service tips at http://hubpages.com/hub/How-To-Give-Great-Customer-Service
- Kale McClelland
Highlights 
August 19th, 2008 