In the last week, I made a very early trip to the morning book promo study to sell my net website online. After placing the flyers all over the place, I took a second step into power and held a few seconds in the morning with Jack Welch, the former CEO of GE. As I walk in the door, a question-and-answer session progresses.
A woman approached the microphone and asked, “Is the customer always right?” Jack smiled and said, "You may not think so, and they may trust you, but if you don't, you will not live!" Jack, that would be a very powerful effect. Useless. But let it go. Who will come and do business with you, and if you argue with them about their dissatisfaction? I think most people will fall somewhere. Isn't it common sense to let our customers respond and then make it right? Good for the business owner, we often laugh and say, "what can you take to make you happy these days?" But what about our employees? If we did not take the time to teach our employees how to deal with a grieving consumer, how would they react when someone attacked them with “food that was bloodless and tasted like garbage!” or “I had it very well in 3 days and the tire fell off!” it is very important that as part of the training any client-related staff is trained to deal with complaints and how to use the register or take orders.
As a business owner, you may have already thought about that. Is there any part of this puzzle missing? The missing piece can be powerful. The employee can be taught how to calm down and now not blame me. But, what if they are now empowered to take action and fix the problem without delay? What if you let them know you have a problem, and you are on your way to the bank to make a deposit? In most cases, the angry buyer will not wait for his return. This will mean that if your employee is not authorized to make repairs or provide consensus to satisfy the consumer, you will lose his or her business permanently. How much does it cost to get a brand-new buyer? How much does it cost to satisfy their curiosity when they are depressed? The difference in the paper is prominent. Therefore, as part of a new employee's education, we must learn what can be done to make the consumer happy while complaining. A quick response to a problem is probably more popular than the real answer in most cases. You realize in the way of life, we are all customers at one time or another, and I do not know about you, however, while I am still a frustrated customer,
I'm usually right! While common sense still works as it once did, the phrase ‘always be on the lookout’ ignores the fact that customer service leaders often have more than one customer to work with.
First, there is the customer we all think about - the person who buys and uses our products and services. Now more than ever, everything we do as business leaders - from visual events to product reviews to Black Friday campaigns - should provide real customer needs.
You must be logged in to post a comment.