When you’re on the receiving end of a complaint about your product or service, it’s tempting to rush into fixing the ‘problem’ through the use of logic. “Nobody else has complained about that.”; “That can’t have happened.”; “Ok, let’s replace it.”, or “Here’s your money back.”
What you’re missing when you do this is an amazing chance to create a stronger connection with the customer or client in front of you.
If you start with empathy, acknowledging how they feel, aiming to understand how their real needs have been let down by the perceived failure, you’ll show them that you truly care about them as a person.
That enables you both to collaborate constructively on how best to meet those needs, and address that failure in a way that is often less damaging or expensive for you business, and more positive for the customer.
In other words, empathy is more efficient than logic.