writestuff

The Angry Customer

2006-05-21T11:07:00.000-07:00

First never say that what the distraught customer has told you couldn't possibly have happened. If you thought they were irate before--wait till after that line is delivered! When you've told the customer that "it couldn't possibly have happened" you have added insult to injury because now you've just called them a liar.

If the complaint takes place in person, or on the phone, you should practice active listening by repeating in your own words what you heard the customer saying and ask if, indeed, you understood them correctly. If there are other staff involved then your next step is to assure the customer that you are very eager to find a resolve to this problem and will need to address the issue with the employee directly. Then give the customer a time frame when you will get back to them--within 24 hours.
Hear your employee's side of the story and decide what can be done about the situation.

If the complaint is about a product then immediately you need to apologize to the customer for their inconvenience and do one of several things--replace the merchandise, give an inhouse gift card worth the value of the merchandise, or give them a cash return.

Despite how angry the customer may have been this is your company's moment to shine. DO NOT MISS THE OPPORTUNITY TO MAKE THIS A POSITIVE SITUATION.

Follow up with a phone call making sure the 'replacement merchandise' or gift card met with their needs and tell them how important their business is to you. Next, send a letter of goodwill acknowledging that they had had a bad experience, that you want to provide excellent customer service, and that your company plans on doing whatever it takes to assure that it doesn't happen again. Reiterate how you value them as a customer and to prove that send them a coupon toward something or offer a 10% discount on their next purchase.

If I can help with your business writing please contact me at kmandrews@impactwriting.net or visit my web site.

More Customer Service Savvy

2006-05-17T11:43:00.000-07:00

In any business, large or small, I strongly recommend that you sit down with your staff--even your minimum wage staff-- and have a brainstorming session. These sessions do a number of things to include making ALL your staff feel vested in your business, which in turn will make them a better staff. When they become a better staff, lo and behold, you become more successful! At the brainstorming session I recommend an easel with a flip chart and magic markers and then ask questions. Write down their answers--consider nothing silly. Here's some questions to get you started: How can we generate more customers? How can we sell more products/services to existing customers? How can we improve our products/service? How can we improve customer service? How can we increase the value of our products/service? How can we identify (and then reward!) our most profitable customers? How can we improve our relationship with them? How can we decrease our costs without sacrificing quality? And, how can we do things more efficiently? You'll be amazed at how many helpful suggestions your staff may come up with during this process. You have also, by including them in the process, told them that they are valued. If I can help you with your writing needs please visit my web site, www.impactwriting.net, or contact me at kmandrews@impactwriting.net l look forward to working with you!

Customer Service

2006-05-16T11:28:00.000-07:00

I must say that I remain amazed at how many businesses miss opportunities to make a good experience into a great experience. Don't be one of them. Living in a coastal tourist community I often see 'missed opportunities' for our local merchants to make a very positive lasting impression. Many of these businesses are dependent on the tourist dollars to boost their annual bottom line --yet they don't take simple steps to ensure that the customer is happy. Restaurants should have postcards available to evaluate "How Are We Doing?" This is something that you fairly often see at chain restaurants but privately owned restaurants are missing a chance on what they can do to make a customer want to return. It does not need to be sitting on the table of a fancy restaurant, but it could be delivered with the check. This simple survey (leave room for suggestions!) could also be handed out at the bank while you're waiting in line, at Town Hall where we do business, at the grocery store, gas station etc. Even if you opt not to do a written evaluation, you should ask the customer "What can we do to make this a better experience for you?" Simple. After the customer has picked themselves off the floor listen to what they say. It's like having an internal audit done that will boost your bottom line without paying for an outside auditor! We each can probably name many instances where we saw 'the other guy' make some customer mistake. One that lingers in my mind took place at a local oceanfront restaurant. I had gone in for a late lunch and was seated in a booth next to the water. A family of 6--including in-laws--arrived a few minutes after me and asked for a seat by the water. Their accent told me they weren't local and the waitress told them she was sorry but that 'that section had just been cleaned and was now closed.' I couldn't believe my ears! Here we had guests from the mid-west, who perhaps had never laid eyes on the beauty of the ocean and they were led to an area with a partial water view. Immediately I sought out the manager to remedy the situation and his response to me was, "But we've just cleaned that area." MISSED OPPORTUNITY!!! Decide what you're going to do to get customer feedback and then meet with your staff to explain the benefits. If done correctly, not only will your customers be happier but you'll see an increase in your bottom line! If I can help with any of your writing needs please visit my web site, www.impactwriting.net or you can reach me directly at kmandrews@impactwriting.net I'd be pleased to help solve your writing problems!

WriteStuff

2006-05-02T13:52:00.000-07:00

The key to any business success is marketing--not just any marketing but evaluating the correct type of marketing for your business. Perhaps a display ad in your local newspaper and telephone yellow pages is sufficient to drive enough business to your door. But perhaps you're ready to grow and need to look at some other options. There are coupons that come in the mail that offer you a few lines to tell potential customers what you have to offer. When you use that option, or many other marketing options, you are best served by offering something FREE, or, at the very least with a discount. The most important task that coupon (or flyer, direct mail, sales letter, radio or t.v. ad etc) can do for you is to get new customers in the door. Surveys indicate that the 'give away' is the most successful. But you want to tie that 'give away' in with sampling your products. One of the most successful marketing give aways is the Happy Meal! Children get a free enticing toy with a burger-genius! The television ads show Happy Children eating Happy Meals and playing with a new toy. What child hasn't begged a parent to have one? So in your advertising--no matter if it's as simple as a coupon or as sophisticated as an infomercial you want to paint a picture. SHOW the potential customer how happy they'll be with your product/service. Show them how their lifestyle will change for the better. Show them how attractive they'll be by driving your vehicle. Show them how successful they'll be if they read your book on financial planning. Show them how healthy they'll be if they take your vitamins. Show them how large a home they can own if they use your mortgage services. The most successful ads evoke feelings. For help with your writing needs visit my web site at http://www.impactwriting.net I look forward to helping you!