Understand Your Buyer > How To Keep Your Clients Happy > Resolution Loyalty
What is it?
Resolution loyalty occurs when something goes WRONG, but in putting that thing right, your buyer has more appreciation for you and feels loyal as they know they can count on you.
Why does it work?
It works because everyone wants to feel special and cared for. We all want to feel like the products and services we buy will do what they need to do and if they don’t…. that we will be looked after.
The irony is that you can have a BETTER relationship with some buyers depending on how you resolve any issues that occur.
How can you use it?
This is a mindset shift.
You need to remember that although something has gone wrong and you may be embarrassed or feel bad… this is your opportunity to shine.
It’s an opportunity to show your buyer just how much they mean to you – it could actually be one of the best things that could happen if you are able to manage it well.
Exceed their expectations, surprise them with something, think ahead for what they may need and communicate well.
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