Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you write them off as lost -- never to return again?
Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.
I've found that to be true too. One of my biggest fans is a customer who started out on slippery footing. She's been a repeat customer for three years now.
From a situation that could have been a disaster to one that ended up being great, our response as business people gives us the control to turn that customer into a "raving fan."
So how do you turn a lemony situation into lemonade in your business?
- Use the human touch. Pick up the phone and connect. Don't try to tame a rough situation using email. You'll lose.
- Offer a special gift or extra compensation on your product or service. That could be a valuable add on product or a free month's service.
- Ask the customer what it would take to make them happy. You'll find that it's normally something you can accommodate very easily.
About the Author
Denise O'Berry frequently speaks to professional organizations, is the author of three booklets, and several "how-to" manuals. She writes a weekly small business column, hosts an online small business owners forum and is called upon regularly by publications such as Entrepreneur, Bank Rate Small Business, Florida Trend, Inc., various newspapers, radio and television to provide expert comments on small business issues.
Under Promise & Over Perform: The Art Of Managing Customer Expectations
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On the morning of the Northridge earthquake, Conrad's was the only restaurant in town that opened for business, and stayed open until the last customer went home. (For the record, I had a jumbo burger with Swiss cheese, grilled onions, fries, and two chocolate shakes with lots of whipped cream and extra cherries on top.)The line of hungry patrons shoe-laced down the block, but instead of being grumpy, everyone was smiling, happy to be alive, and bursting with their own quake stories to share with the strangers all around them.What was truly extraordinary was the fact that Conrad's did the ordinary...(related: Customer Service)
Importance Of Good Customer Support In Online Computer Peripherals Shops
Looking for hi-fi computer peripherals? Finding it tough to decide on the product you need to purchase? Not sure about the models that are available? Not sure about the configuration that would best suit your need? Worried that your budget might not fetch you your long dreamt hi-fi? Just relax!! There are many great world class online computer peripherals shopping centers. They offer you not only the b...(related: Customer Service)
Be A Resource
What is one of the greatest ways to add value to your business? Nope, it's not giving away free merchandise, offering special discounts, or even creating a preferred cust...(related: Customer Service)
All Of The World Of Business Is A Stage
One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.Applying the principle in school, I would lock my legs stiffly and allow my arms and hands to flex gently as if they were in a flowing breeze. It was not easy for me as a third grader to stay in character as a tree.My professional acting career still lies dormant, but the concept of being in character is wide-awake. I heard a story last we...(related: Customer Service)
Say It With Humor
When you own a business, you may find yourself in situations that may be a little tricky to handle. Dealing with customers who steal is one of them.A few years back we were faced with the problem of how to handle our free water cups. It seems some of our customers were filling them with the fountain drinks instead of water. This was, of course, was theft - pur...(related: Customer Service)
Why Communication Skills Dont Work In Customer Service
Every time my firm conducts communication skills training, we know someone is going to object."That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore."And we have to admit, there's a lot of truth in that. Everyone has heard of active listening. And it doesn't work for many people much of the time.But communication skills can work for your staff.The problem usually isn't the skills. It's the way people are train...(related: Customer Service)
Client Appreciation - It Means Everything!
Want to know the secret for keeping your clients forever? And what if you could keep your revenue growing by 25 percent every year, because your clients loved the way you appreciated them? In this article, you will learn how easy it is to develop a powerful client appreciation program. Once in place, an appreciation program will forever change the way you operate and manage your business.Developing a monthly appreciation plan: At the beginning of each month, develop some fun ideas to "thrill" your customers. Start by planning a short brainstorming session with your sales manager, your marketing director, customer service and your sal...(related: Customer Service)
How To Build A Profitable Business
It's never too soon to start saying thanks to your clients, vendors and referral sources for what they contribute to your business. Everyone loves to be appreciated and acknowledged, so start now and do something every month.Keep in contact with your clients and vendors by sending articles you have written or that would be of interest to them. Add a little "How are you?" note to these people and keep the lines of communication open. Include current information about any new value-added products or services, such as a newsletter...(related: Customer Service)