• Keep customers in the loop.doing business image by sumos from Fotolia.com
  
  Maintaining positive customer relations is just as much about mitigating damage to your business as it is about generating revenue. The harm that can spread by word of mouth from an unhappy customer is potentially limitless, as your business can garner a negative reputation without you even knowing or having the opportunity to repair it.
  
  

Apologize

• Most people think of apologies as admissions of error or personal liability. However, offering a simple apology like “I’m sorry that happened to you” to angry customers can go a long way in calming them down and, even more important: making them feel respected by the company as a whole.
  
  

Follow Through

• Let customers know what they can expect next and then follow through with it. For example: Give them a time frame in which they can expect a follow-up call from a manager, an order to arrive, or a refund to be processed.
  
  

Give Your Name

• Giving your name to customers is a way of taking personal responsibility for their sales experience. Especially if you give them permission to personally contact you, should they have any questions or problems with a transaction.
  
  

Keep Customers in the Loop

• Even if there’s a problem with one of your customer’s transactions, let the customer know what’s happening and how it’s being dealt with. If customers have a concern that’s beyond your jurisdiction, explain that you’re going to put them in touch with someone who can help them out with their particular concern. This will ensure that customers don’t feel as though they are getting "the runaround” or being put off.
  
  

Give Honest Recommendations

• When customers ask for a recommendation on the best product or service, give an honest answer based on their specific needs. Customers are apt to lose trust and feel taken advantage of when the recommended item or service also happens to be the most expensive.
  
  

Offer Compensation

• If the company makes a mistake that inconveniences the customer, offer him compensation in the form of a discount or add-on. Even if it’s only in the form of a only a small token, the gesture itself is a sign of good will that customers appreciate.
  
  

Offer Incentives and Rewards

• Offer loyal customers a special reward from time to time, like a preferred customer sale or a thank you gift for their business. You can also transform regular customers into loyal customers by offering incentives, like a discount or special gift in exchange for making certain purchases or signing up for programs.