How to deal with Unsatisfied Customers and their Complaints at your Repair Shop

Hey, repair shop owners!

Dealing with unsatisfied customers can be tough, but you can’t ignore them either. Until or unless you don’t satisfy all the visitors, it will be challenging to build a successful repair business.

So, how do you turn those unhappy customers into loyal advocates?

First thing first, be an active listener. It’s one of the best tips for dealing with aggressive customers. Pay full attention to what your customers complain about; let them speak without interrupting. This shows respect and helps you understand their concerns.

Secondly, offer a sincere apology if their cell phone or computer doesn’t work properly after the repair job. Even if the issue wasn’t directly your fault, saying sorry can diffuse some tension at your shop.

Thirdly, communication is key. Keep your customers informed throughout the repair process. Let’s say there’s a delay. Get help from repair shop software, which will send them notification updates whenever their device gets reading after repair. In the same way, using repair shop invoicing software, you never have to miss any payment by automating alerts to your customers on unpaid invoices. You can also send digital bills to them through email and SMS.

In addition, try to make it simple and convenient for customers to reach you. Offer multiple communication channels, including phone, email, your social media channels, etc. Above all, be quick in responding to them, as this can prevent minor issues from escalating into major complaints.

According to research, 13% of unhappy customers will tell 15+ people, causing businesses to lose billions of US$ every year. So, if you do not want to diminish your shop’s reputation, give your customers the best service.

To resolve the issue, offer practical solutions. You can give them a discount on future services, a complimentary accessory, etc., showing that you are willing to go the extra mile.

Don’t forget to follow up. After resolving the issue, check in with the customers to ensure they are satisfied. Lastly, use complaints as a learning opportunity. It will help you analyze your repair services, parts, accessories, and employees to see if there is any room for improvement.

Start improving your customer service today and watch your repair business thrive!