Rainmaking Secrets

Handling complaints and recovering from delivery slip ups seems to be a dying art.

Great brands deal with customer problems quickly and well.

In our customer experience and sales training with clients such as Toyota, we use a six step recovery approach which resolves around the profound but simple act of an apology.

The HATRIC Six Step Approach to Customer Problem Solving:

Step 1. Hear out the customer without interruption or judgment.

Step 2. Apologize for the problem with sincerity and regret.

Step 3. Take responsibility for the problem and following up.

Step 4. Resolve the problem then and there if possible.

Step 5. Immediately refer the problem on to someone who can solve the problem - if you need help.

Step 6. Compensate the customer so they leave better off that before the encountered the problem.

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