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Hub You - How to Handle Customer Complaints -- A Look at Customer Retention
The typical role of a mentor is defined as being the training and technical support anchor for an individual who is learning new skills and knowledge. The mentor guides and leads their prot?g? in a dance that ensures knowledge and skills from the mentor are transferred to the prot?g?. This dance is individually choreographed for each
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing yo
When you hear claims like……Best Lawnmower in the country…Absolute Lowest Prices In Existence…Leaves your hair cleaner than any other shampoo…do you believe them?Or is there a certain degree of doubt in your mind about their credibility? Or whether they are ‘hyped up’?Think about it. Everybody
In 1999, Fred Reichheld (a US business guru) said, "It is not how satisfied you keep your customers, its how many satisfied customers you keep!"
Words to live by. Its been estimated that it is 20% CHEAPER to spend marketing money on customer retention that on acquiring NEW customers. How about that statistic? Customer retention is a major factor in the survival of any business. If you keep your customers happy, they will advertise for you...for FREE!
But what do we do about an UNHAPPY customer? How do we keep them and avoid them being tempted by the competition?
First off, perception is everything. Whether the customer is right or wrong, in their perception they are right and HAVE BEEN wronged.
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing you
Today I would like to explore some reasons why a prospective customer may not buy from you. Aside from the normal window shopper, or browser that is just bored and is just looking for the lack of something better to do at the moment. Of course we are looking at these as reasons that apply to your on-line business, however I am sure yo
Words to live by. Its been estimated that it is 20% CHEAPER to spend marketing money on customer retention that on acquiring NEW customers. How about that statistic? Customer retention is a major factor in the survival of any business. If you keep your customers happy, they will advertise for you...for FREE!
But what do we do about an UNHAPPY customer? How do we keep them and avoid them being tempted by the competition?
First off, perception is everything. Whether the customer is right or wrong, in their perception they are right and HAVE BEEN wronged.
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing yo
Everywhere you look today, you see them. The logos are plastered all over the entryways into most business shops you see on the roads, you seem the at the bottom of every order form page online or in the paper, and even the olympics and the NFL!Visa and Mastercard logos are everywhere you want, or don't want them to be!
But what do we do about an UNHAPPY customer? How do we keep them and avoid them being tempted by the competition?
First off, perception is everything. Whether the customer is right or wrong, in their perception they are right and HAVE BEEN wronged.
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing yo
This story is about a plumber, and while that might not sound relevant to you, if you've ever advertised your business, if you're currently advertising your business or if you plan to advertise your business - you need to read this. Jim and Rebekah Ypma own Sonoran Desert Plumbing (SDP), about a year ago they a
Bill Gates has said "Your most unhappy customers are your greatest source of learning". Mr Gates is 100% correct! The only way we, as business owners, can know how to IMPROVE is to constructively find out what is not working.
Service recovery is the immediate step that should follow a mistake.
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing yo
If you have decided to start your own business, one of the first things that you need to do is to work on a business plan. A business plan is so important because it actually serves as a compass for the direction your business will take in the future. Having a plan will also help you achieve the things you want to achieve and will hel
Service Recovery Actions-
1. Apologize SINCERELY.
2. Take responsibility.
3. Compensate the customer with something of perceived value to the customer (hopefully, at not a large cost to you.
Stay calm and really listen to your customer. They are providing you with an invaluable learning tool. Through-out the conversation, take a moment now and then to summarize and repeat back to your customer what you feel their issue is. This promotes validation for the customer and a perception of being understood and valued. If needed, tell your customer that you will research further into the situation and FOLLOW UP with them as soon as possible.
We business owners spend a lot of money on our advertising but many seem to fall short in proper training for our customer service representatives. Customers can only be retained if they are loyal and motivated to resist competition. A loyal customer, even one that may have been unhappy at one time, can be the catalyst to a beautiful business cycle:
Customer is happy with product and/or service.
Customer continues having a strong intention of doing business with you.
Customer then is willing to recommend you to others.
"The more volatile the environment, the more varied the choices, the more people want some certainty to stick to"
How many happy customers are YOU keeping?
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