You make business plans and preparations… you outline what you're going to deliver to your audience and how. Then you follow through and actually do it. You provide something of value to your customers, something that will make their lives better.
However, even with the best-laid plans and most thorough organization… things can still happen that affect the perfect outcome or delivery of your business product or service.
So what do you do?
What you do after things don't go quite as planned has a huge impact on how your business does as a whole. People will understand that things don't always go as planned, and sometimes there are “hiccups” in business. And they will remain a loyal customer IF you handle these challenges with them in mind.
The best way to figure out how to get past the challenges and keep your customers, is to actually ask them, “How can we make this right for you?”. Listen to what they say… and unless it is a totally impossible or outrageous request… make it happen for them.
People want to be heard. If they know you are listening, and actually care about what they are saying, there is a great chance they'll become and remain a loyal customer.
“Customer Service”… two words, huge meaning… especially to your customers.