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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. http://www.whatspossible.com
MORE RESOURCES: NTTA customer service, Tarrant County district clerk spar over mistaken charge The Dallas Morning News No, GPT-4o isn't going to kill teaching or customer service Business Insider Company Webinars; POS, Non-Agency Products; STRATMOR and Customer Service; Freddie and Fannie News Mortgage News Daily For 13th Consecutive Year, Wolters Kluwer Customer Service Wins NorthFace ScoreBoard Awards Morningstar How did customer service get so bad? Financial Times Senate passes bill improving air safety and service for travelers, a day before FAA law expires The Associated Press Cognigy Named a Leader in 2024 “Conversational AI For Customer Service” Report The Bakersfield Californian What Consumers are Saying About AI and Customer Service Customer Think The importance of customer service, growth, and community engagement – Jeff Rosen | Rosen Automotive Group CBT Automotive News CommBox Launches Connect Partner Programme, Offering Market-Leading Automation and AI Capabilities to ... Business Wire For 13th Consecutive Year, Wolters Kluwer Customer Service Wins NorthFace ScoreBoard Awards Business Wire Advantage Sport & Fitness Values Customer Experience and Service Campus Rec Magazine Frequently asked questions and customer service CSPI Newsroom Verizon Down? Users Report Service Outage, Call Dropping | Ways To Troubleshoot And Customer Support Times Now Top Banks Offering 24/7 Customer Service in 2024 Business Insider Senate Passes FAA Bill on Air Safety and Customer Service – The Presidential Prayer Team The Presidential Prayer Team Customer Service & Support Hillsborough County (.gov) At some point, construction gave up on customer service – but it's far from a lost cause New Civil Engineer They've got your back: Meet American's system customer service managers - American Airlines Newsroom They've got your back: Meet American's system customer service managers American Airlines Newsroom Air India rolls out iPad app for on board customer service Live From A Lounge The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing PROVEN Robotics launches OrionStar Mini, revolutionising customer service with advanced AI capabilities – Intelligent ... Intelligent CIO Customer Service Rep Confronts Customer Committing Fraud With The Consequences Of Her Actions. – 'It's okay to do ... Twisted Sifter AI enhances flexibility and efficiency for customer service centers, new research reveals | Binghamton News Binghamton University Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom How to contact Amazon UK Customer Service About Amazon.co.uk Citizen First Customer Service City of Lynchburg Lee Michaels’ Scott Berg: How to make unhappy customers happy Greater Baton Rouge Business Report The correct airline customer service numbers to help avoid scams - The Washington Post The Washington Post Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Customer Assistance Programs DC Water Senate passes bill improving air safety and service for travelers, a day before FAA law expires Chicago Tribune Genesys & ServiceNow join forces to revolutionise customer service ChannelLife Australia Ministry of Immigration aims to improve customer service following altercation at Western Border Breaking Belize News Contact SEA Customer Care portseattle.org Customer Support GE Aerospace Corewell change is bad customer service | Letters To Editor | heraldpalladium.com - Herald Palladium Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com VodafoneZiggo unveils new Vodafone & Ziggo customer service app Telecompaper EN AI is replacing customer service jobs across the globe The Washington Post Customer Service Center - Recreation & Wellbeing University of California, Berkeley Delayed On Southwest? You Can Now Skip The Customer Service Line And Request A $75 Credit Online Forbes Social media customer service statistics to know in 2024 Sprout Social Excellent customer service in Austin, Texas, indicative of nationwide survey Transportation Security Administration What Your Business Can Learn From Southwest Airlines Business.com U.S. Passports - Recreation & Wellbeing University of California, Berkeley |
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