Rule #1: Never respond immediately. Take 24 hours to cool down your anger. An aggressive or insulting response sends clients running 100 times more than the initial feedback.
Always thank. “Thank you for taking the time to write to us.” Even if it’s to complain, the client gives you information.
Please accept our apologies if there was a fault (delay, cold dish). “We are sorry that your experience was not up to par.” Humility pays.
Explain without aggressively justifying. “Saturday night, we were missing a server, which slowed down the service.” Provide context.
Invite people to return (or contact you privately). Show that you want to make up for it. Often, a dissatisfied customer whose problem is handled with empathy becomes a very loyal customer.
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