No matter whether you work at a car dealership, advertising agency, or a remodeling business, you’ve probably had a customer cancel an appointment. What is your reaction? Resentment for wasting your time, a defensive email, or no response at all?
Before we talk about what you should do, let’s think about the customer. When a customer is making a buying decision, they must choose from you and your competitors. When a customer cancels, remember that you are the front runner because they initially chose to make an appointment with you. With that in mind, you should feel confident as to the possibility of rescheduling.
How you react and more importantly respond to the client is key to your success. It will determine the probability of a return visit as well as how the customer perceives you and your business. This will have a direct effect on both your reputation and business name.
This leads us to the key to turning a negative into a positive in this situation. Your response to the customer and their cancellation!
In this day and age where the pressure to make a sale is high, and great customer service is rare, it really doesn’t take much to elevate your business above the rest. Remember, this is the best time to learn from a customer’s cancellation. If you are looking for help, call the team at R2R Marketing today at 1-866-506-7272.
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