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26/05/09 Create More Complaints
DUBLIN, IRELAND - Part 2 of 3 (see part 1). In “Crowning The Customer”, Feargal Quinn continues to chat about listening and creating channels to listen to your customers.
Your secret weapon is availability. The most valuable customer contact will be initiated by the customer.
Market research will not uncover the minority of one, who is right. These individual opinions that go against the tide, but can signal major opportunities.
Create more complaints. –Feargal Quinn
Complaints are an opportunity to really impress the customer.
Before Problem -> Customer satisfied.
During Problem -> Customer less satisfied.
After Problem -> Customer even more satisfied than before.
A reduction in complaints is not equal to a reduction in problems.
How to deal with complaints…
1/ Express regret quickly.
2/ Trust the customer. Very few will be trying to get one over on you.
3/ Never put customer in the wrong. They won’t come back.
4/ Don’t pass the buck. Take responsibility no matter who’s issue.
5/ Settle quickly. Complaints are festering wounds.
6/ Welcome complaints openly. Advertise you want complaints.
7/ Thank people for complaining. Make sure people return.
End of Part 2.
-Robin.
(Image Credit: Eoghan McCabe at BYOB Dublin on Friday )
1 Comment
Great post, makes a lot of sense. I think we all aspire to excellent customer service, but what sets apart excellent customer service is dealing with things out of the ordinary, like complaints, quickly and making the customer happy that they went to the effort of complaining.
