1. Offer them a complete refund, free upgrade, a replacement, etc.

2. Ask them to join your Quality Assurance Team.

3. Prove to them that their input about their problem has changed how you do business, measurably.

4. Give them your direct line to handle future problems/complaints.

5. Admit the problem is a PROBLEM, versus just something they experienced; prove you’re serious.

6. Show them the facts, figures, statistics, trends, so they can see that their bad experience was an exception.

7. Ask them what they would like from you if they were to come back as a customer.

8. Hire them!

9. Ask them to join your board of directors or advisors or R&D Team.

10. Ask for their forgiveness.


Copyright 1997 Steve Straus. All rights reserved.