October 15

#38: Dealing with Unhappy Customers: Three Essential Ingredients


Today's Guest

What You'll Learn

Ever had an unhappy customer? Of course, not! Me neither. 😉 

Like it or not, unhappy customers are a fact of life.

“You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.”

– John Lydgate

You may not call them ‘customers.’ They may be your clients, service users, patients, subscribers, volunteers, buyers, members, fans, students, colleagues… but they’re all customers by another name.

As business owners, we must do everything in our power to ensure unhappy customers (and prospective customers) are as few as possible. It also helps to be able to diffuse a situation as quickly as possible – preferably before they share their grievance with you publicly.  

My guest today is customer service expert and trainer, Rebecca Winn. Rebecca spent seven years working in a complaints handling center and it’s fair to say she’s picked up more than a thing or two.

In this episode, Rebecca shares Three Customer Needs we simply must meet if we’re going to turn an unhappy customer’s frown upside down.

Better than that, by applying these principles, you’re more likely to win REPEAT BUSINESS, RECOMMENDATIONS AND REFERRALS – the easiest way to grow our business and LOVE what we do.

Three things your customers need

Sometimes in life things seem very complicated - particularly when people and feelings come into the equation. When you break it all down, it's often the simplest of desires that people need in order to be happy. 

Rebecca explains that there are only three fundamental needs an unhappy customer has. If you can address these needs effectively you should be able to make most people happy. They are:

  • To feel understood - Which is harder than you might think since not everyone is overt about what they need and some needs are not even known to the customer (at least on a conscious level).
  • To feeling valued - So that people think you genuinely care about them. 
  • To feel reassured - In order that your customers can buy from you with confidence.

Next time you're with an unhappy client or prospect, ask yourself if you met these needs. By applying what Rebecca shares in this podcast your customers will have a far better experience and as a result, be more likely to buy again from you.

It pays to be nice!

Hey, Thanks for Listening

To share your thoughts:

To help the show out:

  • Leave an honest review on iTunes. Your ratings and reviews really help and I promise to read each one.
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Special thanks to Rebecca Winn for joining me this episode. Until next time!



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