In this article, you'll learn...
- How to effectively apologize to customers after you've made a mistake
- Crucial elements needed to regain trust in your brand
Today's online small business customers demand nearly infinite catalog product selections and options. With all this newfangled complexity, it's inevitable that your small business will make an online misstep sometime, such as incorrectly pricing a special, offering the wrong product, or messing up a specification.
That's the time when you need to not only apologize but also engage in a massive email and social media mea culpa that leaves no question that the error was inadvertent and that you realize that you were wrong. Applying the following seven tips will help convince your customers that although you're only human and capable of making mistakes, you're still worthy of their trust, confidence, and respect.
1. Typo? Start typing
In the rush to keep up with online marketing demands, a typo could sneak in that'll turn your Buffalo Technology TeraStation III from a $999 special to a $99 bank robbery. As soon as you realize what you've done, run (don't walk) to your computer, and start drafting your contrite apology to send via email and social media.
Most of your customers will understand that they can't get a Mercedes-Benz S-Class for a Tata Nano price, so they will likely forgive you.
2. There's no easy way out... so grovel
Don't think for a minute that you can adopt a supercilious attitude in your email and social media apologies. Your customers don't want to be formally informed that you're such a high-and-mighty corporate super e-tailer that they should just placidly accept the occasional inaccuracy from you. Instead, they want to see the human side of your business.
Try to strike the proper tone—one that maintains your dignity while amply communicating the four "R" words: remorse, repentance, regret, and ruefulness.