|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong
The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our Trust
A bad attitude to customer service can literally destroy your business.
So, I thought I'd share my response to what I read on an Internet Marketing Forum recently to illustrate my point.
It started with a genuine request made by someone looking to do the right thing despite having a frustrating run of luck...
"I've been asked for three refunds this WEEK. The product is a proven one that I've sold for 6 months and my refund rate is normally TINY. I have only been asked for four refunds ever. One of the reasons I've been given are crazy - He thought the product in question (which is about creating Income streams) was about Gardening - I kid you not!
I gave the refund because I couldn't think what to say to him, but it brought up the question of refunds? Should you ALWAYS give refunds when requested or do you sometimes argue the point?
So do you ALWAYS give refunds?"
One response which (due to the added fact that other people agreed with it) made me livid was...
"A seller on eBay was asking a similar question to yourself and the response was: 'eBay isn't a branch of Marks & Sparks, tell them to get stuffed!' Brilliant! I have actually used this response myself when dealing with timewaster buyers on eBay (minus the 'get stuffed' bit as I always try to be polite and professional) and it hasn't resulted in a tit-for-tat negative rating yet!"
So here's what I wrote...
"This is for all people who think it's funny to treat unhappy customers like a**holes!
I always give refunds when offering an unconditional guarantee - even when the mistake was "their fault". Unconditional is exactly that - without conditions. I also suggest talking first and getting clear exactly why they want their money back - you may be able to save the sale but even if you don't then all feedback is useful, right?
People who automatically assume someone who's made a mistake (or is unhappy) is a "timewaster" need to check their attitude. In fact maybe they shouldn't be in the business at all - because glib remarks, by people who should know better, telling unhappy customers (in one way or another) to "get stuffed" when they want their money back gives us all a bad name.
If your product/service is good, and you've described it accurately (giving samples where possible) then the number of refunds will be low. My experience is people who have a bad attitude when customers are unhappy get it (the attitude) because they have a higher return rate than they'd like - and think the world is full of crooks and timewasters. But maybe they should take a look at how they're describing their product and the product itself (they may unkowingly look like crooks themselves) before assuming the rest of the world is wrong."
So why am I so emphatic about this! Surely some people are crooks and timewasters?
Well you'd be right. Some people are. But many more are not.
If you recall back a few issues you'll remember I spent a lot of effort to help you hone a Bold Promise and Awesome Guarantee. Being able to offer an honest and audacious promise helps complete strangers to trust you and buy without risk of getting taken for a ride.
In fact, where Internet Marketing is concerned, a guarantee is essential. People are rightly wary until they know and trust you. It's so easy to set up a website that looks like it has something of value for sale and to take payments online that there are bound to be cheats and scoundrels out there happy to take your money without giving the promised value in return.
So a guarantee is a very powerful way to make prospective customers feel more secure in making the decision to buy from you. The problem is that scammers can make the same promises without having any intention of delivering on them.
This sorry state of affairs is why it's still difficult to gain trust from strangers on the web. And that's why it's essential to build a relationship using the pipeline and then to continue building on that relationship (again take another look at the pipeline) even if a customer later decides to call in your guarantee.
So, if we agree that our end goal is to have lots of paying customers and an army of cheerleading, evangelists telling anyone and everyone how great we are then you'll see it makes sense to be squeaky clean, to accept the odd loss and to focus on making your product and service great.
If you fail to play it straight (even when you suspect your customer isn't) then you'll be certain to completely trash your reputation faster than I can say, "Bankruptcy". The reason, quite simply, is that when a customer has a good experience they'll tell a handful of people, but when a customer has a bad experience they'll tell anyone and everyone who will listen!
This goes back to the fact that us humans will do a hell of a lot more to avoid pain than we will to gain pleasure. We simply focus on the bad stuff. Plus, a story of how AWFUL something was is far more dramatic than one about how NICE it was.
So it's simple. If you make a promise then stick to it. If you don't bad things will happen. Let the Universal Law of "What Goes Around Comes Around" take care of customers who are genuinely cheating you. You can focus on all the good stuff, like profits, instead.
* If you make a guarantee then honour it (even if you feel you're being wronged).
* Always try to save the sale by asking questions - even if you still lose the sale you may learn something to make a return less likely in the future.
* Don't take people calling you on your guarantee personally - that's what it's there for. Be gracious and you may even gain a new evangelist where you first thought there was a problem.
'Dangerous' Debbie Jenkins
(c) Copyright 2005 www.BookShaker.com
SUMMER CAN BE SLOW FOR BUSINESS
I'm wondering if... You Know Other People who should be reading this too? So do us all a favour (they get 2 free books - we get a new subscriber - you get to look good) when you Pass On This link... http://www.leanmarketing.co.uk
Customer Service - Google News
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons.
Hook Me Up With A Human
Oh, what has happened to the carbon-based organizational interface? Many organizations have digitized humans - aka carbon-based units - out of existence in their customer service operations. Now, I love digital technology as much as anyone, but it is time to bring the people back into their appropriate customer service roles, don't you think?Have you ever tried to reach a human at Amazon.
What Do Your Clients REALLY Think of You?
*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with a test ?What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?You guessed it! ? Mud Bogging!!!!That is how I spent my morning. My husband's new truck was too shinny, so he felt he had to get it dirty again just so he could wash it for the fourth time this week.
Debt Elimination Scam
May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it.
Customer Service Is Dying - and Im Not Feeling So Good Myself
Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.
Dealing with Difficult People
1. Don't get Hooked !!!When people behave towards you in a manner that makes youfeel angry, frustrated or annoyed - this is known as a Hook.
Develop Loyal Customers for a Lifetime - part 1 (1 - 10)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.Top-notch customer service is the most important contributing factor in the success of your business.
Your Voice Print
"Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life.
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.
What Every Employee Should Know About Putting Positive Phrases Into Customer Service
If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?* I'm sorry. I didn't get that.
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really excel at?" They will almost always reply, "It has to be our client service.
When the Customer Demands: Give a Discount or Lose the Order
Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self.
Customer Service and Call Center Outsourcing, Whats The Buzz?
The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%.
In the Villa of the Sick Cat -- A Lesson in Customer Care
If you're a pet owner, you know the stress of having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling kitty in tow.
Post Office, Incredible Lady Postmaster
There are two Post Offices that I routinely visit. One is the office that delivers my mail and the other is frequently on the path of some daily errands.
6 Reasons Why Complaining Customers are Golden
With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business.
Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms
Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty.
From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer
It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time.
How To Keep Your Customers Coming Back -- Understanding Customer Retention
Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012