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Will You Add? - How to Handle Customer Complaints -- A Look at Customer Retention
Every business stores items in boxes or drawers. Most businesses have a plethora of storage containers stacked on shelves and, perhaps seldom have to locate these stored items. But when an employee needs to locate one of the items in storage, can it be found quickly? After all, time is money.Usually, the employee stands in fron
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their is
Whether you are a professional installer of electronic systems or simply have lots of wiring in your home, if you have a local area network, a computer, multiple telephone wires, entertainment system wires or anything else that requires numerous wires, you need a heavy duty label printer. For the professional installer, this is a must
In 1999, Fred Reichheld (a US business guru) said, "It is not how satisfied you keep your customers, its how many satisfied customers you keep!"
Words to live by. Its been estimated that it is 20% CHEAPER to spend marketing money on customer retention that on acquiring NEW customers. How about that statistic? Customer retention is a major factor in the survival of any business. If you keep your customers happy, they will advertise for you...for FREE!
But what do we do about an UNHAPPY customer? How do we keep them and avoid them being tempted by the competition?
First off, perception is everything. Whether the customer is right or wrong, in their perception they are right and HAVE BEEN wronged.
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their iss
I’ve been around the workforce for quite a few years - 32 years in fact. I’m currently happily employed as a Principal Consultant : Occupational Health & Safety (OHS) in a major government department and often wonder how I came to be in this senior role. One thing I can say with certainty is that when I left school, this was no
Words to live by. Its been estimated that it is 20% CHEAPER to spend marketing money on customer retention that on acquiring NEW customers. How about that statistic? Customer retention is a major factor in the survival of any business. If you keep your customers happy, they will advertise for you...for FREE!
But what do we do about an UNHAPPY customer? How do we keep them and avoid them being tempted by the competition?
First off, perception is everything. Whether the customer is right or wrong, in their perception they are right and HAVE BEEN wronged.
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their is
It is said that “it’s not what you know, but who you know that counts”. I believe that “it is what you know that will give your head start, who you know that will get you going, who knows you (and your products or services) that will help you succeed, but what you do with your knowledge and relationships that will make you succeed.” advertise for you...for FREE!
But what do we do about an UNHAPPY customer? How do we keep them and avoid them being tempted by the competition?
First off, perception is everything. Whether the customer is right or wrong, in their perception they are right and HAVE BEEN wronged.
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their is
Everybody remembers their first job. Maybe you flipped hamburgers as a student at the local burger joint. Maybe you delivered pizzas to the good citizens of your town. Maybe you bagged and carried out groceries at the local grocery store. There are tons of these types of student jobs out there.In fact, after you have one of
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their is
More and more business owners are purchasing document shredders then ever before.Why?... Identity theft for starters.A new law is going into effect in the summer of 2005 which states that if you employ anyone for any reason and have personal information on file regarding that individual for Social Security taxes, credit
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their issue is. This promotes validation for the customer and a perception of being understood and valued. If needed, tell your customer that you will research further into the situation and FOLLOW UP with them as soon as possible.
We business owners spend a lot of money on our advertising but many seem to fall short in proper training for our customer service representatives. Customers can only be retained if they are loyal and motivated to resist competition. A loyal customer, even one that may have been unhappy at one time, can be the catalyst to a beautiful business cycle:
Customer is happy with product and/or service.
Customer continues having a strong intention of doing business with you.
Customer then is willing to recommend you to others.
"The more volatile the environment, the more varied the choices, the more people want some certainty to stick to"
How many happy customers are YOU keeping?
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