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Hub You - 7 Simple Steps to Help You Resolve Complaints and Delight Your Customers
I manage a firm that handles over 1,000 contractors who specialise in providing compliance consulting and contracting support mainly in the Financial Services Sector. We work with some of the UK’s leading banks and building societies as well as small firms who need occasional compliance policy guidance. Every day we are constantly asked why a person has not been nominated for a pending project.There are a number of does and dont's that will help you be in the right place at the right time when the next contract arises:DoesMake sure that you’ve completed your registration fully
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t
Is there really a place for motivational posters in your home office? The thought of putting these posters in your home workspace may sound cheesy to say the least. Even worse it could even remind you of those dreaded, awful days when you were tied to a desk and forced to enjoy the company "decoration" of mission statements, useless slogans and their idea of motivational posters (more like propaganda eh?).All these things were meant to make you more productive each day, to enhance your company "loyalty" and to increase staff morale. What effect did they really have? Yes they drove you a little bit more
Firstly, they are hurt. Because they are working very hard and really trying hard for their customers they feel hurt. Criticism is always difficult to accept no matter how positive you try to be. And the harder that you are working to please the customer, the deeper the criticism cuts.
Secondly, they try to prove that the customer is wrong. Probably every business in the world goes through this same sort of problem. And it would be easy to say that the customer is wrong, that the customer didn’t understand, or that the customer didn’t do what we told him or her.
So this is how I’ve helped the people in this business to approach these situations:-
1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.
Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t
After you've attended a job interview, sending a brief interview follow up letter or (follow up email if appropriate) is a great idea.Not only does it show the company you are interested in the position and are a professional person, it can help to keep you top of mind in the eyes of the hiring manager who may have interviewed many people for the position.Just make sure you keep the letter/email brief and ensure that there are no spelling or grammatical errors. You don't want your good effort to be wasted if it contains typos that makes it look like you can't write properly.Also, make sure
Firstly, they are hurt. Because they are working very hard and really trying hard for their customers they feel hurt. Criticism is always difficult to accept no matter how positive you try to be. And the harder that you are working to please the customer, the deeper the criticism cuts.
Secondly, they try to prove that the customer is wrong. Probably every business in the world goes through this same sort of problem. And it would be easy to say that the customer is wrong, that the customer didn’t understand, or that the customer didn’t do what we told him or her.
So this is how I’ve helped the people in this business to approach these situations:-
1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.
Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t
Here are the basic steps of marketing & advertising you must know & use, if you want to make huge profits in your business.Did you know?Marketing and Advertising work together you simply can’t overlook the fact that if you’re running a great ad for truck parts, you may want to think twice about running the ad in ‘Dolly” magazine. Yes it sounds logical, but you’d be surprised by how many times something like this will happen each and every day.Businesses blow hundreds and thousands of dollars everyday on ads that do absolutely nothing and pull zero response! Later we will learn why.B
So this is how I’ve helped the people in this business to approach these situations:-
1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.
Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t
A Qualified Person is required to perform routine duties in line with the general principals of a QP. A Qualified Person must ensure that the following criteria is completed before batch release is possible:The batch must meet 'The Marketing and Manufacturing Authorisation or Investigational Medicinal Products Authorisation' requirements for Medical Products.The GMP guidelines as stated in Directive 2003/94/EC (human) or Directive 91/412/EEC (veterinary).Validation of the principal manufacturing and testing processes.Performed the necessary quality control checks and tes
1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.
Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t
Have you seen this happen to a woman you know?She gets very close to success - then turns her attention in another direction.She has an opportunity to "shine" at a meeting, but turns it over to someone else.You compliment her on what a great job she did and she gives credit to the team instead.She has a million-dollar idea, but decides to take the safer route and get a steady job and pursue the idea "later."These are examples of "playing not to lose" and it's often a common ailment of women in business. It's taking the safe option instead of really going for it.While p
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t help us to improve our service. Complaints tell us how we could do it better.
3. If one person says it, then there may be ten others who are also suffering but don’t like to complain. So when resolving one customer’s problem, look to see if there are other customers who might also be affected. If you can solve things for them before they complain you earn huge loyalty.
4. Managing perceptions is all about letting the customers know what to expect.
Most situations can usually be presented in a very positive way that saves the customer from any future disappointment.
Accountants have a reputation for being very formal and maybe a bit stuffy. This firm realised that people might feel apprehensive about coming to see an accountant for the first time. So they advertised the fact that this was a friendly place to visit. They even went so far as to tell customers that they’d banned pin-stripe suits!
5. Sometimes the people in this accountancy business will say things like, “But I told the customer that they needed to put some money aside for their tax”, or “We did write and explain that this was going to happen”.
What this tells me is that despite some good efforts, they’re still not communicating properly with their customers. Many people feel that c
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