Handling Customer Misinformation and Misunderstandings
Turning Confusion Into Clarity
by Devon Osborne
Read it to me! Click the video below.
There’s no sugarcoating it: misunderstandings can feel like a gut punch to your business. One minute, a customer loves your service, and the next, they’re airing grievances on Google Business Profile because they "thought" something wasn’t right. As frustrating as it is, handling misinformation with professionalism and empathy can transform how customers perceive your business—and it can even strengthen your reputation. So, how do you bridge the gap between what your customer believes and what’s true? Let’s dig in.
The Misunderstanding Minefield
Misinformation can stem from several sources:
- Unclear communication: Did the customer misunderstand your terms or pricing?
- Unrealistic expectations: Social media and DIY culture have customers expecting champagne results on a soda budget.
- Word-of-mouth gone wrong: A friend’s “helpful recommendation” could’ve been a game of telephone gone awry.
Consider this scenario: A painter quoted a homeowner for exterior painting, but the customer later claimed they thought interior walls were included. Miscommunication, meet conflict.
