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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.
Customer Service - Google News
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The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!Respect the customer! Just about as plain as the nose on your face Right? Wrong!How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you have a second chance to undo the damage done by that first encounter.
What Every Manager Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team.
At the Carwash; The Customer really is always Right
You have no doubt heard the saying that the customer is always right. When you are a customer you happy with this position, when you are the owner of a small business, sometimes you see this is like opening Pandora's box.
5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product.
Cheap To Keep
You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one.
Automating Your Customer Support
My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible.From a personal point of view, one of the tasks that takes up a lot of my time is answering emails.
Customer Service Tips for Mail Order Businesses
Can we be too good to our customers? No way! Our customers are the backbone of our business! They're right no matter what! But I'm sorry to disagree with you. As small, honest and legitimate businesses - we have a tendency to place our product quality above money.
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit.
Increase in Customer Sales = Increase in Customer Service
One of the most popular questions asked in online business forums or even by my customers and subscribers is this :"How the hell can I increase my sales?"or"I've got tons of visitors but nobody seems to be buying anything? What gives?"FISHNETS WITH HOLES? ANYONE?Getting traffic is not the be all and end all of a successful online business. It requires skills, specific online marketing strategies designed for your site and a robust customer service strategy.
Clients - What They Want from You
A growing number of individuals are finding themselves called to help others and go on to fulfil this call by training to become a practitioner in one of the healing arts.The range of conventional, traditional, holistic, complementary and alternative therapies is extensive with new thoughts on old themes being introduced almost daily.
Aint We Wonderful!
It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college.
Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?
Are you concerned about customer loyalty? Are your customers so loyal that they will stick with you through hell and high water? And if not, you really need to question how you can create a customer relationship that's so gluey, that you never go bluey in the face. Funnily you don't have to go far.
Customer First Customer Service
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies.
3 Special Benefits Every Customer Wants
Every customer looks for 3 special benefits when they dobusiness with you. They may not specifically ask for thesebenefits.
How CRM Software Works -- Creating Customer Satisfaction with a Click
When people ask, "What is CRM?" the literal answer is, "Customer Relationship Management," but that doesn't really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential and is user-friendly enough to expand and grow as a customer-client relationship changes and grows.
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about.
Developing A Customer Complaint System
BackgroundThe company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met.
Customer Service - A Lost Art?
Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back? Why - because the occurrences are so few and far between!!! As a home business owner, it is imperative to my business that customer service is ALWAYS a top priority.
Are You A Coward? I Was
Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams never used to speak to anyone! They just used to send emails.
Find Out Where Your Firm Stands in Today's Customer
Looking For Ways to Improve Sales and Customer Relationships?Find Out Where Your Firm Stands in Today's Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz(San Rafael, CA) What could be more important than improving sales and your customer relationships? Today, there is a fast growing movement, a revolution, among organizations interested in improving their customer-centricity through a better understanding of customer interactions, or "touchpoints." Called "Customer Touchpoint Management" (CTM), the goal of this new movement is to improve customer experiences, and as a result, improve customer relationships.
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