The Magical Apology: Strengthen Relationships and Build Trust with Angry Customers

Toledo Business Coach and Advisor Patrick Good explains, in this episode, how timely and effective apologies can strengthen relationships and build trust with angry customers. He shares six important tips to keep customers happy by promptly taking responsibility for mistakes.
 

For more information, visit Patrick’s website.

About Pat Good

Patrick GoodPatrick Good is the Owner of PAG Associates, a Corporation consisting of 5 business units, including AdviCoach of NW Ohio.  Pat founded AdviCoach of NW Ohio in 2010.  AdviCoach is the nation’s fastest growing business coaching and advisory firm.  Pat has an extremely broad business background with over 25 years of experience and success in a wide range of areas including Sales & Marketing, Business Development, Operations, Materials Management, Purchasing, Manufacturing, and Engineering.  His extensive business acumen is rooted in his shop-floor manufacturing and production management experience.  He has led the Materials, Purchasing, Operations, and Sales functions of local and global companies, including Honeywell International, Midwest Stamping, Kelsey-Hayes, William Cook North America, and Toledo Stamping.

Pat’s background includes certifications in Six Sigma, Lean Manufacturing, Theory of Constraints, and Total Quality Management systems, including Facilitator roles.  He is a Lifetime Certified Purchasing Manager and Six Sigma Black Belt.

After serving in the United States Navy, Pat earned his Engineering and Business degrees from the University of Toledo.  He was born and raised in Toledo.  He and his wife of 29 years (Peggy) have two adult daughters and live in Maumee.

Watch other episodes by Patrick Good –  Toledo Business Coaching:  Making Your Success a Reality

4 Comments
  1. Patrick, you are right on the money with this one. I’ve dealt with some Angry Customers in the past, in my own business and when working customer service for others and your absolutely right. Owning up to mistakes and making sure not to elevate the problem by adding your own anger really help to defuse the situation. Loved your presentation!

  2. Patrick, thanks for the great show on how to deal with angry customers. Your shows have such great tips for businesses and this one is no different. We all have to deal with angry customers and the tips you gave are excellent, simple, and helpful! Looking forward to your next show.

  3. I appreciate your tips on the issue of dealing with an angry customer. It’s all about being open, authentic, and honest. I recently had a client that I told I didn’t feel I could work with and the client was so pleased and respected me because I was honest. Great show, Patrick!

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