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How to Apologize to Customers When You Mess Up | 5 Steps to Fix Your Mistakes

Are you dealing with a situation in which you've got a customer super ticked off at you? Are you looking for ways how to apologize to your clients? By the end of this video, I'm going to outline five steps that you can take when it comes to how to apologize to your customer for messing up. 📥 DOWNLOAD my free Customer Success Jumpstart Kit to grow your customer base and keep them happy → https://www.growwithwill.com/customer... 🎥 VIDEOS YOU MAY LIKE: How to Build Rapport with Customers 👉    • How to Build Rapport with Customers |...   How to Build Customer Loyalty 👉    • How to Build Customer Loyalty | 7 Thi...   How to Thank Your Customers 👉    • How to Thank Your Customers | 7 Ways ...   ☕️ Did I help you out? Buy me a coffee: https://ko-fi.com/growwithwill 🔔 Remember to SUBSCRIBE to get new videos every week: https://www.growwithwill.com/subscribe 0:00 - Introduction to How to Apologize to Customers When You Mess Up 1:23 - Step 1: Own up to your mistake ASAP. Take responsibility of what has happened and specifically outlined for your customer, what you're doing right now to rectify the situation, as well as what you're going to do in the future to prevent this from happening again. It's super important that as you're communicating with your customer in these stressful moments, that you're demonstrating to them, that you're with them in this moment and that you're looking to solve their problem for them because you guys messed up. 3:19 - Step 2: Make sure that you are actively listening to your customer It is completely within their right to be mad at you right now because you've done something where your product or service isn't delivering what they've paid for. And so it's time for you to take a step back and empathize with your customer and make a statement that essentially shows that you're actively listening to them and working to address their problem. Make sure you're listening and, and letting them process their feelings as well as begin and to move the ball forward in terms of what everyone's going to do to fix the situation. 4:30 - Step 3: Discuss alternative plans while resolving the issue. Just as important as it is to apologize to your customer when you mess up, you also need to make sure that you are moving the ball forward and starting to problem-solve with them and be solutions-oriented towards specifically what their need is and how to meet that need. We need to help everybody navigate through the situation and make the best of what we have. 6:18 - Step 4: Execute the next steps that you have agreed upon. This is where you guys are going to team up together and actually execute the alternative plan that you've come up with in step number three. Nowadays, it's really common for people to feel like companies never really care about their customers. By you being there with them step by step, as you guys solve this situation, you're showing them that you care about them a lot as a customer, and that you're willing to go above the line of duty in order to solve and own up for your mistakes. 6:51 - Step 5: Follow up and ensure your customer is satisfied. When the dust has settled and a few days or a week has passed since the event, it's a good time for you to proactively reach back out to them and make sure that everything is okay with the client. If you think it'd be appropriate, you might find it helpful to write a handwritten note or to send over an apology email, or give you the small token of appreciation to just make up for the fact that your company let your customer down. 8:26 - Two Big Takeaways to Remember: 1. When you mess up, make sure that you own up to your failure as quickly as possible. Fall on your sword and then start moving on. 2. Make sure that you remain solutions-oriented. Don't defend what happened, just accept that it happened and start moving forward. It's super important that you do this so that you can begin to rebuild the trust that you've lost in this moment with your customer. ✍️ COMMENT BELOW: What was the worst time you had to apologize to a customer and what specifically happened? Grow with Will is all about helping you grow your business, get more customers, and hone your business acumen. I teach you the real-world business skills you didn't learn in school to help take you from zero to self-starter. 🔔 If you find this helpful, SUBSCRIBE for new videos every week: https://www.growwithwill.com/subscribe 📸 My YouTube Gear: https://kit.co/GrowthWithWill/my-yout... Disclosure: Some links and products are affiliate links, meaning Grow with Will will earn a commission if you make a purchase through our links, at no cost to you. Disclaimer: Grow with Will does not provide tax, legal, or accounting advice. This video, and the ideas presented in it, are for informational purposes only, and is not intended to provide, and should not be relied on for, tax, legal or accounting advice.