System For Turning Disgruntled Customers Into Happy Customers

Tax season has finally arrived, and I am both excited and little terrified.

I'm terrified since the IRS has been severely behind the eight ball this year, and I can't believe February 2021 is nearly halfway over.

EAGER... because there are so many new tax incentives available to Charlotte business owners this year, and I'm fairly excited about the chance to save YOU money on your taxes.

However, the most recent round of PPP loans has been beset by delays and ambiguity, and while fantastical tales of the next phase of stimulus abound, When I see it, I'll believe it.

And it's possible that it won't be as skewed toward small business owners as prior rounds have been. We'll keep you up to date.

It's been a fascinating year (to say the least). Even in the midst of the hectic tax filing season, we might become the object of someone's annoyance.

We've had to learn how to best handle problems when a Gastonia client is becoming (for whatever reason) very agitated throughout the years, especially when things are busy and stressful.

Again, this is unusual, but in certain circumstances, the client's rage at the IRS is channelled into their dealings with us. (“No, John, we aren't the ones who are bombarding you with audit correspondence.”) That would be the Treasury Department's lovely people.”)

However, we've realised that if we handle it correctly, we can make even our most "reliable" and happy clients happier with us.

I should also point out that “John” is a made-up name, and we would never say something as obnoxious as what I just stated.

No, we've tried to provide our employees with a concrete plan for dealing with such situations so that, in the rare event that they arise, we can respond appropriately.

Sara Gonzalez's System For Turning Disgruntled Customers Into Happy Customers

“Always forgive your enemies; nothing annoys them so much.” -Oscar Wilde

It is unavoidable in any Charlotte firm that there will be a case of misaligned expectations between the consumer and the company.

And you can choose to let these interactions happen at random, relying in your employees' emotional intelligence... You can either build procedures that will make things right almost every time, or you can develop procedures that will make things right almost every time.

Years ago, we discovered a simple approach that I'll share with you now, because no matter how frustrated you are, this is the most effective way to reclaim delighted clientele.

The term “HEAR” can be used to summarise it...

1) Pay attention to the consumer and don't interrupt.

There are two reasons why you don't interrupt:

  1. Interrupting
  2. is impolite. When people are upset, they prepare their responses in advance. And they've been doing it since the beginning. If you interrupt them, they will restart from the beginning and deviate from the script.

So... don't bother. Obviously, you may need to softly intervene if the client becomes noisy and belligerent. Do not, however, in practically all circumstances.

2) Reflect (empathise) by saying something like,

"I understand why you're upset." I'd be irritated as well.” “I'm so sorry that happened to you,” for example.

3) Ask yourself, “What can I do to make this better?”

It doesn't get much more straightforward than that. Often, you won't even need to ask the question because what has to be done is self-evident. The most crucial aspect of this phase is that the mindset is correct. Empathy is crucial!

4) Decide – Unless the request is completely absurd, go ahead and do it!

What makes this strategy so wonderful (and this has been investigated, confirmed, and established in several scholarly studies): Frequently, you make the Charlotte client even HAPPIER than before the problem!

Yes, that is a realistic scenario since they will appreciate how you went out of your way to make them happy once more.

Good things happen when you have a well-organized plan in place.

We’re here to help. Let me know if you have any questions. Use this: 

I’m grateful for our partnership and for your referrals.


Sara Gonzalez

(704) 599-3355

Kohari & Gonzalez PLLC


Please feel free to forward this article to a business associate or client in the Charlotte area (or beyond!) who could benefit from our help. While most of these articles are about company strategy, as you may know, we specialise in tax preparation and planning for families and small businesses.

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