How Do You Handle Customer Complaints?

In every salesperson's experience, things go wrong at one time or another.  No matter how hard you try to give excellent service, customers will occasionally hit you with complaints.  Maybe an order was filled improperly, or a shipment was delayed.  Perhaps the quality wasn't up to the usual standard.  Or you slipped and offended the customer in some way.  The best salespeople know that there's only one thing to do when a customer is displeased.  And that's to see him or her at once, if possible, ready to do whatever is needed.  This is obviously the best course to take, but some salespeople don't do it.  Afraid to face the customers wrath, they make themselves scarce and hope the storm will blow over.  Unfortunately, the storm often doesn't blow over.  Instead, the customers irritation builds into a serious grudge.  They will not only be angry about the original problem, but resentful that the salesperson refused to face them.  It could result in the end of the sales relationship.   When customers have a complaints, do you level best to see them immediately.  This lets them know you're taking their concern seriously,  that you want to do everything in your power to make amends.  Give customers a chance to vent their feelings.  Demonstrate that you understand their viewpoint.  Your sincerely expressed sympathy will go a long way to help calm their anger.  Problems are a part of life.  Show your customers that you can face up to them.  Let them know you're going to do everything possible to correct a mistake.  But most important, face the issue at once and face it squarely.  This is your chance to demonstrate how reliable and responsible you are, a chance to instill further confidence in you and your company.  What has your experience been? Send me a note, I love to hear a good sales "war story".